Amazon

DESCRIPTION

Amazon 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 Senior Programmatic Solutions Consultant - Technical to join Amazon Advertising's growing team based in New York.

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 responsibilities

• Independently handling complex customer issues by reproducing cases, root cause analysis, and providing prioritization input
• Demonstrating deep technical expertise and advanced problem-solving for critical programmatic advertising issues
• Serving as an escalation point, owning resolution of the most complex, cross-organizational issues
• Communicating directly with internal teams to investigate, define workarounds, and resolve defects
• Providing advanced, proactive support across Amazon's advertising tech suite, including AAT, CAPI, ADM, and AMC-AWS Clean Rooms
• Prioritizing issues using case management tools based on customer impact
• Contributing to training and documentation for internal and external users
• Automating standard procedures through scripting and data APIs to analyze high-volume transaction data
• Proactively identifying solutions, communicating trends, and suggesting customer experience improvements
• Developing and mentoring peers to enhance technical skills in programmatic advertising and troubleshooting
• Driving continuous improvement and shaping support strategy and technology approach
• Identifying emerging issues and influencing product prioritization through technical investigation

BASIC QUALIFICATIONS

• 5+ years experience in demand or supply-side programmatic advertising
• 6+ years experience in technical troubleshooting or similar
• Desire to work in a customer-facing capacity to deliver technical implementations and solutions
• Experience in technical writing or documentation
• Proven track record of executing SQL queries, ranging from basic to intermediate levels, on various database systems for the purposes of troubleshooting and quantifying the impact of technical issues
• Deep understanding of the programmatic advertising business landscape, including the ad ecosystem components such as bidding engines, auctions, pixels, tag managers, and other technical elements to effectively diagnose and resolve complex, platform-related issues

PREFERRED QUALIFICATIONS

• Familiarity in scripting and programming, with experience in languages like Python/JS/Type Script/Java, to automate processes and develop custom solutions
• Familiarity in working in Cloud eco system (e.g. AWS, Azure, etc.), Amazon Marketing Cloud (AMC), AAT, CAPI etc.
• Ability to effectively call and integrate with various APIs to gather and leverage data for troubleshooting and problem-solving
• Experience in working with diverse data formats, such as JSON and log files, to extract and analyze relevant information
• Knowledge of business intelligence tools (e.g. QuickSight, Tableau)
• 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

Acknowledgement of country:

In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.