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 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 responsibilities
Specific 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