🛠 Tech Stack

💼 About This Role

You'll serve as the regional Tier 2/3 escalation point for complex technical issues, owning resolution across ad serving, data pipelines, and ML infrastructure. Your work will reduce incident recurrence by building runbooks and automation tools that enable frontline teams to self-resolve issues. This is a foundational role shaping a new support team at a high-growth AI company.

🎯 What You'll Do

• Triage and resolve Tier 2/3 escalations from Frontline Support Specialists.
• Perform root cause analysis on production issues using logs and metrics.
• Lead incident response for production ad service disruptions within SLA.
• Build diagnostic playbooks and automation scripts for issue detection.

📋 Requirements

• 6+ years professional experience in technical support or engineering.
• Ability to write and interpret complex queries against large-scale data warehouses.
• Hands-on experience with REST API debugging and distributed systems.
• Demonstrated experience handling technical escalations methodically.