Support Engineer – OpenX Market (Pasadena, CA and London, UK) at OpenX

Locations: Pasadena, CA, USA and London, UK
Reports to: Head of Worldwide Services and Support

Mission:

The OpenX Market Support Engineer will be responsible for ensuring our customers' success and satisfaction with our products and contributing to their long-term loyalty. In addition, work closely with the rest of the OpenX support team, QA, Engineering, Sales, and Product Management to ensure that OpenX is delivering overall superior service and support to our customers.

Role:

Work closely with other support, product, and engineering team members to identify solutions to customer issues and work towards product fixes and enhancements. Be highly motivated, self-starter, and dedicated to providing the highest level of customer satisfaction. Solve problems creatively and a very timely fashion. Become “The Expert” on the OpenX Market product.

Responsibilities:

* Provide post-implementation support to customers that use OpenX Market.
* Reproduce product behaviors to determine the problem root-cause(s), issue work-arounds and solutions.
* Manage customer support cases on a daily basis, including verifying cases, analyzing data, isolating and diagnosing the problem, and resolving the issue where possible.
* Provide technical support to partners, sales engineers and post-sales consultants via telephone, email and the web.
* Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting and resolving product issues.
* Author, edit, publish and maintain an on-line knowledge base of known issues/solutions.
* Provide regular reports for management that measure the effectiveness of the technical support function.

Key Metrics:

* Successful case closure (quality and quantity)
* Customer Satisfaction level
* Customer retention

Technical Requirements:

* Strong background in ad serving and ad management platforms and technologies
* Strong experience in Internet technologies such as HTML, CSS, JavaScript, web servers, and other internet/networking-related protocols.
* Good analytical and problem-solving abilities, along with an ability to collaborate cross-functionally.
* Advanced working knowledge of JavaScript, HTML, CSS, and browser DOM management.
o Must be familiar with JavaScript execution differences, as it relates to both functionality and performance, between the major Internet browsers.
o Must be capable of reading, debugging, and editing object-oriented JavaScript, including DOM manipulation.
* Strong understanding of the HTTP protocol.
o Familiarity with HTTP response codes and their meanings.
o Strong understanding of basic HTTP headers, including setting and retrieval, cache controls, etc.
* Experience with Internet programming and debugging
o Familiar with common browser-based debugging tools (LiveHTTPHeaders, FireBug)
o Fundamental knowledge of TCP/IP and basic networking mechanisms.
o Experience with relational databases, including MySQL.
* Superb general troubleshooting skills.

Strongly Desired:

* Familiarity with CRM or incident tracking and management systems such as Salesforce.com, Siebel, Remedy, Clarify, etc.
* BS or equivalent (computer science, engineering, or related) preferred with a strong academic record)
* Knowledge of any or all of the following programming languages: Perl, PHP, CGI, XML, API SOAP
* Ad Trafficking and Ad Operations experience
* 3 years customer support experience

Send us your CV

Send your CV's to jobs@openx.org. Please include the Job Title you are interested in.

More info at http://www.openx.org/en/jobs/position/support-engineer-openx-market

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If you are interested in working for a fast growing internet company, backed by some of the best venture capital investors in the business, OpenX may be the place for you. We are focused on disrupting the online advertising market on behalf of publishers around the globe. We're a small company today, but with huge ambitions.

We're now looking for people that are up for that challenge - motivated, passionate, and entrepreneurial team players. If that sounds like you, let us know And don't worry if our published job opportunities don't match your profile precisely - we're happy to receive unsolicited applications from great people with good ideas. Send us your CV.