Director, Platform Support
New York, Ny, Us
− Provide product support for video advertising and attribution platforms, all customer segments, and global markets; client-side video rendering and tagging components, server-side data processing, ad delivery, and optimization engines; and backend services and data storages− Troubleshooting chops: mostly open source debugging tools, analyzing and building source code, tools & automation development, deep knowledge of back-end systems, deep data analysis, log analysis, SQL and key/val storage analysis, API implementation and debugging, distributed systems− Assist and support setup and configuration of private video marketplaces, 3rd-party video exchange integrations, site tagging− Established and manage T1 and T2 product support teams; roll out global infrastructure and 24/7 coverage; hire, train, and manage outsourced team− Define and meet aggressive SLAs: initial response, communication, escalation, and resolution− Define, document, and implement support processes, workflows, and measurement; perform case audits− Implement new hire and ongoing training and development programs for T1 and T2 teams− Manage implementation and development of case systems, workflows, and automation− Split time as coach/mentor and as active member of the team, solving highly complex or technical problems