Monday, January 17, 2011

Technical Support Engineer Job

Job Category: IT
Location: Singapore, SG
Job ID: 734731-26647
Division: IT

Title: Technical Support Engineer

Report to: Ad Support Manager

Department: SMSG

Summary:

The Advertising Support team within the $3B Microsoft Advertising business is looking for talented Technical Support Engineers (TSEs) who understand the meaning of world-class customer service and support! As a TSE, you will provide advanced technical support for our online advertising sales teams across the globe. The primary focus will be on Bing paid search results and display advertising on our web properties such as MSN. We are growing our team to support the Yahoo! and Microsoft Search Alliance which is a major initiative between our companies to create a competitive choice in search for advertisers and consumers. Being a TSE is a unique role that requires a blend of business savvy and deep technical skills - you will need to work closely with the advertising sales teams to understand advertiser issues and perform advanced technical troubleshooting. You will need to partner with our ad platform development team in cases where solving the advertiser problem requires a code change. You will be joining a team that is focused on results, works together to solve problems, and is committed to developing people.

Purpose:

The Advertising Support team is focused on service recovery: we handle technical escalations from Microsoft Advertising sales teams and perform deep troubleshooting on advertising products and platforms. We are a global team comprised of 40+ talented Microsoft employees located in the United States, London, and Hong Kong. Right now we are focused on evolving our business to support the Yahoo! sales force as part of the Yahoo! and Microsoft Search Alliance.

Responsibilities will include:

• Troubleshoot online content, publishing systems, APIs and related advertising tools

• Serve as a second tier troubleshooter and escalation point for advertising issues

• Work with sales teams and internal partners to gather escalation information and customer/business impact

• Communicate high priority escalations with business and development teams for accurate triage and response

• Composing timely world-wide correspondence or alerts to Sales and Clients as appropriate

• Create process or troubleshooting documentation in the support knowledge base

• Work with advertisers, agencies, and tool providers to integrate their advertising tools with adCenter and pubCenter APIs

• Coordinate with team members to manage daily team workload

• Create and run advanced SQL queries as part of troubleshooting

• Help foster innovation in tools and processes to make the team more effective and efficient

Experience Required:

• A BA or BS required

• A BS in Computer Science, Engineering or related technical discipline preferred

• Online industry experience preferred

• Paid search experience strongly preferred

• A strong understanding of Windows Media Video and Flash streaming media (v6 and up) preferred

• Experience working with sales teams or end users is also desired

• Occasional night and weekend on-call work is required


Job Segments: Advertising, Advertising Sales, Customer Service, Customer Service Representative, Database, Engineer, Engineering, Marketing, Media Publishing, Publishing, Sales, Service, SQL, Technical Support, Technical Support Engineer, Technology


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