Experienced Product Solutions Engineer – Advanced Technical Customer Support & Troubleshooting for Ad Tech Platforms (Display, YouTube, Shopping) | arenaflex

About arenaflex

Welcome to arenaflex – where innovation meets impact! At arenaflex, we believe in the power of technology to transform how businesses connect with their audiences. As a global leader in digital advertising and cloud solutions, arenaflex provides an unparalleled ecosystem of products and services that empower millions of advertisers, publishers, and businesses worldwide. From search engines and video platforms to advertising technology and cloud infrastructure, arenaflex products touch virtually every corner of the digital world. Our mission is simple: organize the world's information and make it universally accessible and useful. We are looking for talented individuals who share our passion for innovation and want to be part of a team that's shaping the future of digital technology.

About the Role

Are you a technical problem-solver who thrives in dynamic environments? Do you enjoy diving deep into complex technical issues and finding elegant solutions? We are seeking a highly motivated and skilled Product Solutions Engineer to join our Global Technical Customer Experience (gCare) team. In this critical role, you will be the bridge between our advertised technology platform and the businesses that rely on it for their success. You will provide exceptional technical support, troubleshoot complex issues, and work collaboratively with cross-functional teams to ensure our advertising ecosystem operates flawlessly for clients worldwide.

This is an exciting opportunity to work at the intersection of technology, business, and customer success. You will interact with a diverse range of clients, from small businesses to large enterprises, helping them maximize the effectiveness of their advertising campaigns. Your technical expertise and communication skills will be key to resolving sophisticated challenges and driving customer satisfaction.

What You'll Do

As a Product Solutions Engineer at arenaflex, you will play a vital role in maintaining and improving our advertising platform. Your responsibilities will include:

• Deliver Exceptional Customer Support: Provide advanced technical troubleshooting and resolve complex issues reported by internal teams and external advertisers. You will be the go-to expert for handling intricate bugs, technical glitches, and system errors that impact campaign performance.
• Understand AI-Powered Ecosystems: Develop a deep understanding of our machine learning-powered advertising ecosystem and effectively communicate technical concepts to both technical and non-technical stakeholders. You will translate complex AI model behaviors into clear, actionable insights for clients.
• Cross-Functional Collaboration: Engage with business, engineering, and product teams to build automation strategies and processes that identify and prevent system issues before they impact clients. You will serve as a liaison between customer-facing teams and backend development teams.
• Tool Development: Model and develop tools that enable efficient investigation of client issues and queries. You will create solutions that help streamline troubleshooting processes and facilitate faster resolution times.
• Platform Updates & Migrations: Collaborate with engineering teams on platform launches, updates, and migrations. You will ensure smooth transitions and minimal disruption to client operations during system upgrades.
• Problem Analysis: Analyze patterns in client issues and work proactively with Product Operations and Engineering teams to resolve root causes. You will identify trends and contribute to long-term solution development.
• Complex Issue Management: Lead the resolution of complex technical issues from identification through resolution, always focusing on improving the overall customer experience.

Who You Are

We are looking for candidates who possess the following qualifications and skills:

Essential Qualifications:

• Educational Background: Bachelor's degree in Computer Science, Engineering, Information Technology, or a related technical field. Equivalent practical experience will also be considered.
• Technical Experience: Minimum 3 years of hands-on experience with coding in a general-purpose programming language such as Java, C/C++, or Python. Experience working with web technologies including HTML, CSS, JavaScript, HTTP, and Networks is essential.
• Data Analysis Skills: Experience performing data analysis and visualization using SQL-like query languages. You should be comfortable working with large datasets and extracting meaningful insights.
• Problem-Solving Abilities: Strong analytical skills with the ability to troubleshoot complex technical issues systematically and efficiently.
• Communication Skills: Excellent verbal and written communication skills with the ability to convey technical information to both technical and non-technical audiences.
• Customer Focus: A passion for delivering exceptional customer service and a commitment to resolving client issues promptly and professionally.

Preferred Qualifications:

• API & Backend Experience: Experience with API design and programming language fundamentals including data structures and algorithms. Understanding of backend system concepts such as caching and memory management.
• Ad Tech Industry Knowledge: Experience working with digital advertising platforms and e-commerce products. Familiarity with the Google Ads ecosystem is highly desirable.
• Mobile Platform Expertise: Understanding of mobile application frameworks and experience with mobile app data analysis tools. Ability to investigate issues using debug logs.
• Developer Tools Proficiency: Experience investigating and troubleshooting website issues using developer tools such as Chrome DevTools.
• Cross-Functional Communication: Ability to interpret data and influence cross-functional partners in technical and business associations. Experience presenting technical issues to diverse audiences.
• Machine Learning Understanding: Familiarity with machine learning fundamentals and the ability to communicate ML model logic to internal and external clients.

Skills & Competencies

To succeed in this role, you should possess the following competencies:

• Technical Troubleshooting: Advanced problem-solving skills with the ability to diagnose and resolve complex technical issues across multiple platforms and products.
• Programming Proficiency: Strong coding skills in at least one high-level programming language with the ability to write scripts and automation tools.
• Data Analysis: Proficiency in SQL and data visualization tools. Ability to analyze large datasets and identify patterns and anomalies.
• Communication: Outstanding communication skills with the ability to explain technical concepts to non-technical stakeholders clearly and professionally.
• Collaboration: Strong teamwork skills with the ability to work effectively across multiple departments and functional teams.
• Time Management: Excellent organizational skills with the ability to manage multiple priorities and meet tight deadlines.
• Adaptability: Ability to thrive in a fast-paced, dynamic environment and adapt to evolving priorities and requirements.

Career Growth & Learning Opportunities

At arenaflex, we are committed to helping our employees grow and develop in their careers. As a Product Solutions Engineer, you will have access to:

• Advanced Training Programs: Comprehensive training on arenaflex products, advertising technology, and customer success methodologies. You will have opportunities to earn industry-recognized certifications.
• Career Development Paths: Clear career progression pathways into technical leadership, product management, or specialized engineering roles. We support your career goals with mentorship and development programs.
• Cross-Functional Exposure: Opportunities to work with different teams across engineering, product, and business functions, broadening your experience and expertise.
• Industry-Leading Technologies: Access to cutting-edge tools and technologies in the digital advertising space. You will work with some of the most advanced advertising platforms in the world.
• Global Impact: The chance to make a real impact on businesses worldwide by helping them succeed with their advertising campaigns.

Work Environment & Culture

Join a team that values innovation, creativity, and employee empowerment. At arenaflex, we foster a culture that encourages:

• Innovation: We encourage creative thinking and new approaches to solving complex problems. Your ideas matter and will be heard.
• Collaboration: We work together as one team, supporting each other and sharing knowledge across departments.
• Work-Life Balance: We offer flexible working arrangements to help you maintain a healthy balance between work and personal life.
• Continuous Learning: We invest in your growth through ongoing training, development programs, and access to educational resources.
• Diversity & Inclusion: We celebrate diversity and believe that different perspectives make us stronger. We are an inclusive employer committed to creating a welcoming environment for all employees.

Our office in Reston, USA offers a modern, collaborative workspace with state-of-the-art facilities. You will work alongside talented professionals who are passionate about technology and customer success.

Compensation & Benefits

We offer a competitive compensation package that includes:

• Salary: $26 per hour with opportunities for performance-based increases.
• Health & Wellness: Comprehensive health insurance coverage including medical, dental, and vision plans. We also offer wellness programs and gym memberships.
• Retirement Plans: 401(k) retirement savings plan with company matching to help you build a secure future.
• Paid Time Off: Generous paid time off policies including vacation days, sick leave, and personal days.
• Parental Leave: Comprehensive parental leave programs for new parents.
• Professional Development: Access to training programs, conferences, and educational resources to support your career growth.
• Employee Perks: Access to exclusive products, services, and discounts through our employee perks program.

Why Join arenaflex?

When you join arenaflex, you become part of something bigger. Here are some reasons to consider a career with us:

• Global Impact: Our products and services have a massive global reach, enabling people from all backgrounds to access information, grow their businesses, and connect with audiences worldwide.
• Innovation Leader: We are known for our constant innovation and investment in cutting-edge technologies. From artificial intelligence to self-driving cars, we are pushing boundaries and shaping the future.
• Diverse Portfolio: We offer a wide variety of products and services including search, maps, video, cloud storage, and more – all integrated into everyday digital life.
• Privacy & Security: We are committed to data privacy and security, providing users with control over their information while protecting their data.
• Corporate Responsibility: We are involved in various philanthropic and social initiatives through arenaflex.org, supporting education, economic opportunity, and crisis response efforts.
• Environmental Initiatives: We are dedicated to reducing our carbon footprint and investing in sustainable technologies.

How to Apply

If you are ready to take the next step in your career and join a team that is transforming the digital world, we want to hear from you! Submit your application today and become part of the arenaflex family.

At arenaflex, we believe in hiring the best talent and providing them with the tools and support they need to succeed. Apply now and start your journey with a company that is changing the world, one innovation at a time.

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or any other basis protected by applicable law.