Technical Solutions Engineer

Permutive • New York, NY

57d • $115,000 - $135,000 • Hybrid

About The Position

Permutive is looking for a Technical Solutions Engineer (TSE) with strong web development skills, experience solving technically complex client tickets, and a collaborative, efficient mindset to join our team in NYC. This role focuses on advanced Level 2 technical escalation troubleshooting, root cause analysis, and guiding customers through complex issues while translating technical solutions into language accessible to non-technical stakeholders. Our Technical Solutions Engineers work to enable our clients, maximizing the value of Permutive’s platform. This is a unique opportunity for someone excited to join a fast-paced environment where they can reshape processes with technical solutions, building for the business of tomorrow.

Requirements

• 4–6+ years of proven experience in a technical customer support or engineering operations role.
• Proficiency in JavaScript, TypeScript, and core web development concepts.
• Proven commercial experience in a technical customer-facing role.
• Deep understanding of web technologies, APIs, and/or adtech/martech platforms.
• Strong problem-solving skills and ability to troubleshoot complex technical issues.
• Experience communicating complex technical concepts to non-technical stakeholders.
• Strong written and verbal communication skills.
• A thoughtful, curious, and solutions-oriented approach to your work.
• Experience using a ticketing system through customer service software like Zendesk or Jira.
• Ability to work independently and collaboratively across teams.
• Commutable distance to NYC, with a requirement of 2 days in the office per week.

Nice To Haves

• Experience in the adtech or martech ecosystem.
• Mobile application troubleshooting experience.
• Understanding of application troubleshooting across web, mobile, or OTT platforms.
• Scripting experience in Python, Scala, or similar languages.
• REST API knowledge.
• SQL knowledge or similar technical querying experience.
• Background in mentoring or training team members.

Responsibilities

• Serve as a Level 2 escalation point for customer tickets, providing in-depth troubleshooting, root cause analysis, and resolution guidance.
• Translate technical issues and solutions into clear, actionable guidance for non-technical stakeholders.
• Collaborate with Customer Success Managers (CSMs) to understand business impact, prioritize issues, and communicate effectively with customers.
• Partner with Engineering to resolve technical escalations and identify opportunities to increase self-sufficiency.
• Mentor and upskill Level 1 Customer Operations Specialists (COSs), providing guidance on ticket resolution, technical challenges, and best practices.
• Develop custom solutions on top of the Permutive infrastructure to solve client, business, and team-efficiency needs.
• Contribute to the internal knowledge base and process improvements to enhance operational efficiency and customer experience.
• Participate in customer calls to guide resolution and offer technical expertise.

Benefits

• As a full-time employee, you'll become a shareholder with stock options, sharing in our collective success.
• Primary caregivers receive up to 6 months of fully paid leave and secondary caregivers receive 3 months of fully paid leave to bond with their little ones.
• Flexible hours let you fit work around your life, whether it's hitting the gym, meditating, or handling family needs.
• A $450 budget helps you create the perfect home office setup.
• Unlimited paid time off (with a minimum of 25 days + public holidays) ensures you get the rest you need.
• Ongoing training and development opportunities fuel your career aspirations.
• We prioritize your well-being with free access to TalkSpace, our mental health partner.
• Comprehensive health, dental, and vision coverage keeps you and your family feeling your best. Choose a plan with 100% coverage for yourself, with options to cover your dependents at 75%.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees