DescriptionAmazon Advertising is dedicated to driving measurable outcomes for brand advertisers, agencies, authors, and entrepreneurs. Our ad solutions - including sponsored, display, video, and custom ads - leverage Amazon’s innovations and insights to find, attract, and engage intended audiences throughout their daily journeys. With a range of flexible pricing and buying models, including self-service, managed service, and programmatic ad buying, these solutions help businesses build brand awareness, increase product sales, and more. Within Amazon Advertising, the Ad Tech Sales and Services team is focused on developing strategic partnerships across advertising agencies and direct clients. At the center of our partnerships with customers are meaningful and scalable technology partnerships, of which services are a core constituent.Our Amazon DSP team is looking for a Programmatic Solutions Consultant – Technical to join Amazon Advertising's growing team based in New York, Chicago, or Los Angeles.In this role, you will independently resolve customer campaign execution issues and blockers by providing knowledgeable and responsive technical support to our enterprise customers: programmatic trading desks. You will have ownership for issue investigation: identifying campaign configuration and software defects, reproducing in-depth and complex cases across our DSP product and processes, and researching solutions to unblock customers. This is a complex environment, as you will own the most critical part of the customer experience and deliver on our customers’ most basic need. While we obsess over incident response, in this role you will also develop tools to scale our service quality, and provide critical input for product prioritization to address root causes of why the customer experienced an incident in the first place. Our advertising customers are likely Amazon customers, and we take seriously maintaining the high customer service bar set by Amazon.Key job responsibilitiesSpecific responsibilities include:
Tracking, investigating, and resolving customer questions and issues by phone, email, and in-person at various levels of complexity and customer impact.
Acting as an escalation point for the most complex and in-depth issues that potentially span multiple external and internal organizations.
Communicating directly with internal organizations to complete issue investigation and root cause analysis, define workarounds, and resolve defects.
Reproducing complex technical issues to identify potential software defects or misconfigurations in customer environments.
Performing data queries and utilize business intelligence tools to analyse data and produce reports to investigate issues
Using case management tools to manage and prioritize issues based on multiple factors including customer impact.
Contributing to training material and documentation for both internal and customer-facing users as part of becoming a SME in a specific technology or product feature.
Detecting and resolving issues through the configuration and managing of monitoring systems and alerts.
Automating standard operating procedures via scripting and calling data APIs to explore log-level high-volume transaction data
Actively seeking solutions to customer needs, communicating trends to leadership and internal partner teams (product, engineering), and suggesting innovative solutions on behalf of the customer experience
Basic Qualifications
Experience in technical troubleshooting
Experience in technical writing or documentation
Experience writing SQL queries to extract, join, and sort data
2+ years in programmatic advertising or demonstrated knowledge of programmatic advertising
Preferred Qualifications
Knowledge of business intelligence tools (e.g. QuickSight, Tableau)
Knowledge of ad platform architecture (bidding engines, second-price vs first-price auctions, pixels and tag managers, cookies and IDFA, viewability, etc).
Understands a broad range of operational troubleshooting techniques and knows how to use them to solve technical problems.
Curiosity to dig deeply into technical details (e.g. key dependencies) with customers and internal technical stakeholders to solve a technical problem.
Proficient oral and written communication skills with ability to establish credibility with technical and non-technical business owners.
Excellent organizational skills including prioritizing, scheduling, time management, and meeting deadlines.
Experience with basic scripting/programming (e.g. Python)
Proficient oral and written communication skills with ability to establish credibility with technical and non-technical business owners
Knowledge and experience with data clean rooms (e.g. AMC)
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $86,000/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.