Customer Solutions Consultant responsible for promoting sales and enhancing customer relationships using UPS's expertise in various sectors. Position involves virtual meetings, documentation, and customer training.
About the role
- Solutions Engineer focusing on day-to-day technical operations for Disney's Ad Platforms team. Supporting ad technology and maintaining high standards in a fast-paced environment.
Responsibilities
- Assist with owning day-to-day technical operations for the Ad Platforms Technical Operations team.
- Ensure monitoring and alerting on production services are in place, and be available on-call for production incidents and new product launches.
- Triage, respond to and de-escalate inbound escalations (tickets) in a timely manner while maintaining a high standard of professionalism and client satisfaction.
- Investigate complex issues, diagnose product bugs, and resolve requests.
- Help develop strong partnerships with sales, support, engineering, and product management to drive focus on strategic and tactical channel objectives.
- Maintain detailed support documentation for both internal and external use to strategically identify, distribute and execute Disney’s Standards and Practices.
- Contribute to the development of best practices, team processes, and peer training of asset ingestion and review processes.
Requirements
- Bachelor’s degree or relevant years of experience required.
- Degree in Information Technology, Computer Science or in a related discipline preferred.
- 5+ years of experience working on ad-serving workflows in an enterprise Ad Server like Google Ad Manager, Freewheel or similar system.
- Experience in ad technology, operations, support or incident management.
- Strong grasp of online video and display(direct and programmatic transactions) advertising and monetization.
- Solid understanding of technical video, XML, VAST 2.0, VAST 3.0 and transcoding processes.
- Working knowledge of digital video experience and/or digital asset management.
- Deep understanding of technical video and audio specifications (e.g. video bitrates and codecs.)
- Fluency in SQL.
- Experience with AWS Athena, DynamoDB, MySQL, Snowflake, or Hive.
- Working knowledge of monitoring platforms (Cloudwatch, Datadog, Pagerduty or similar platforms)
- Experience managing a support ticket queue in JIRA, Zendesk, or similar system.
Benefits
- A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.
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