Support Engineer

The Trade Desk•Irvine, CA

4d•Hybrid

About The Position

The Trade Desk is a global technology company and the world’s leading independent platform for digital advertising. Our technology helps advertisers reach the right audiences across the open internet. Advertising powers the content people love. By making it more transparent, effective, and responsible, we help support trusted journalism, quality entertainment, and creators worldwide. The world’s brands and agencies rely on us to reach their customers and grow their businesses responsibly. The scale of our platform brings unique technical challenges — from processing massive datasets in real time to building systems that operate reliably on a global scale. We welcome diverse perspectives, encourage curiosity, and build teams that learn from one another. If you’re driven to solve meaningful challenges, we’d love to meet you. The Trade Desk is changing the way global brands, and their agencies advertise to audiences around the world. How? With a media-buying platform that helps brands deliver a more insightful and relevant ad experience for consumers — and sets a new standard for global reach, accuracy, and transparency. So, if you are talented, driven, creative, and hungry to bring something entirely new and wildly ambitious into the world (and have some fun doing it), then we want to talk. Raise your hand if you LOVE ads! Yes, we feel the same… Be a part of the solution, by joining the team that is changing the face of advertising for the better. Founded by the pioneers of real-time bidding (RTB), The Trade Desk has become the fastest growing demand-side platform (DSP) in the industry by offering agencies and their advertisers a best-in-class technology platform that focuses on delivering meaningful and relevant engagement with consumers. With integrations into every major advertising exchange, we manage well over 4 trillion requests every month and growing – that is more page views and queries than Facebook, Google Search, and Google's entire network of websites combined – all serviced in single-digit-ms response times. Are you interested in working with big data? Do you want to push the edges of scale and responsiveness? It does not get much bigger or faster than this! We are looking to hire a Support Engineer who will work in collaboration with our Business and Engineering Teams to ensure top notch API + Technical Support. This candidate should understand web technology, have experience working with and troubleshooting JSON and REST APIs, be an adaptive person and not afraid of complexity. They will ensure various Enterprise clients are supported effectively by focusing on 1) prevention of technical issues through building QA tests + enhancing error responses and external documentation to help developers resolve their problems themselves, 2) improving internal processes such as monitoring and alarming to catch critical issues quickly, investigating issues to the root cause, and creating helpful internal troubleshooting documentation and 3) collaborating across client-facing and technical teams to ensure changes to APIs are smooth for both internal and external stakeholders, as well as globally within the wider support team. We are looking for someone who is enthusiastic about innovative technology, has not only the existing technical skills to be successful but also the acumen to learn even more; you’ll never run out of things to learn here. You are comfortable being a mediator between account and technology teams, helping both reach solutions on high-priority technical issues. There is plenty of room for advancement in this role within the department or otherwise within our company, both as an independent contributor or leading a team.

Requirements

Bachelor’s Degree from a four-year university or relevant substitute experience
4 – 6 years relevant work experience in Technical and/or Application Support with strong knowledge of API monitoring and troubleshooting
Deep curiosity for understanding how things work, especially as it applies to technology and its underlying framework
Exceptional troubleshooting, analytical, and problem-solving skills
Ability to prioritize effectively and collaborate cross-functionally in a fast-paced, complex, and growing environment
Mid-level to advanced experience with databases, SQL, API’s – Able to create queries to retrieve records, an understanding of the underlying data structures, an ability to interact with, troubleshoot JSON, REST & GraphQL (GQL) APIs
Work well in a team, including leading knowledge sharing and training sessions to help junior team members improve
Experience managing complex datasets, identifying trends within the data, and performing comparisons between multiple data sources
Excels at working independently while aligning, collaborating and contributing towards the global team’s success.

Nice To Haves

Experience with Programming languages (HTML, Python, Java, JavaScript) is a plus
Knowledge of advertising technology industry is a plus
Multi-lingual a plus

Responsibilities

Serve as a Support Engineer for our Technical Account Management (TAM) team, who are responsible for communication and management of enterprise API clients and third-party partners that use various REST, JSON, GraphQL (GQL) APIs
Proactive troubleshooting initiatives: focus on prevention of issues (rather than only being reactive and focused only on resolution) such as API QA testing and validation
Executing and manipulating stored procedures and writing queries in SQL
Monitor the company’s ticketing case system; answer, troubleshoot and resolve various technical issues escalated by the TAM team and Client Services related to our platform and APIs
Responsible for owning incidents, including collaborating, and escalating to Engineering, Product, and Business Intelligence
Enhance internal processes such as improving issue visibility for API users and internal stakeholders and improve alerting of priority issues
Contribute to the company and Support Team’s knowledge base
Coordinate in-depth training on Support-related tools and processes
Identify opportunities for improvement within the business and lead projects to champion solutions addressing those gaps or weaknesses
Light on-call/after-hours support

Benefits

comprehensive healthcare (medical, dental, and vision) with premiums paid in full for employees and dependents
retirement benefits such as a 401k plan and company match
short and long-term disability coverage
basic life insurance
well-being benefits
reimbursement for certain tuition expenses
parental leave
sick time of 1 hour per 30 hours worked
vacation time for full-time employees up to 120 hours thru the first year and 160 hours thereafter
around 13 paid holidays per year
Employees can also purchase The Trade Desk stock at a discount through The Trade Desk’s Employee Stock Purchase Plan.