Digital Technical Support Engineer
What We'll Bring:
The Technical Operations Sr Consultant is a core team member within the Marketing Solutions organization that is an expert on our platforms, working with internal and external stakeholders to effectively troubleshoot and share best practices on digital and data-driven solutions.
What You'll Bring:
- Customer Support and Implementation
- Experience in supporting customers in troubleshooting platform issues as a front-line technical resource, including the ability to translate technical and functional requirements from customers (internal and external) to Product and Engineering teams
- Primary point of contact on technical questions, support, and triage of complex delivery challenges for client stakeholders, including Technical Account Managers, Ops, Product and Engineering
- Prioritize excellent service for both external and internal customers while developing effective working relationships with cross-functional teams
- Assist in onboarding of new customers with internal and external teams by acting as expert on platform UI and owning technical implementation details
- Navigate complex tag management implementations and troubleshoot difficult data collection scenarios, using advanced Javascript skills
- Technical Liaison
- Strong technical acumen and interest in continually expanding technical skill set
- Configure best file/implementation practices for data fulfillment and API integrations to reduce errors and redundancies
- Qualify incidents/bugs submitted by clients and internal team by gathering detailed information, triaging the issue, and providing a resolution according to service level obligations
- Proactively identifies gaps and bugs/issues to monitor platforms and escalates issues/inconsistencies cross-functionally as needed
- Ability to query and analyze platform performance metrics, proactively identifying issues and areas for improvement
- Benchmark metrics and best practices across TransUnion platforms and develop technical documentation and training materials for other teams
- Industry Aptitude
- Background in digital advertising/marketing technology and technical customer support
- Ability to become an expert in digital marketing data collection, data onboarding and the technical underpinnings of the ad tech industry
Impact You'll Make:
- Bachelor's degree in advertising, marketing, business, technical field or similar
- 5+ years of experience in the delivery and troubleshooting of digital marketing solutions and excels at roles in ad ops, technical project management/technical account management, customer support, product integrations or other operations related responsibilities
- Strong technical background and familiarity with at least one of the following: javascript/jQuery/SQL/Linux/Bash/Terminal
- Critical thinking and problem solving to deliver on customer needs & expectations, as well as aid in continuous process improvement
- Superior communication skills, with the ability to translate complex technical concepts to non-technical teams in a concise and clear manner
- Self-starter, with the ability to manage across a matrixed organization with a curiosity and appetite for learning
- Detail oriented and ability to manage multiple projects at once
- Operates with a sense of urgency, highly organized, and can use project management, time tracking and collaboration tools to prioritize client requests or escalate to the appropriate internal teams
- Experience with Agile / SCRUM teams, providing technical scoping and write ups
- Excels in working cross-functionally and is excited to work in a fast paced, constantly evolving environment, thriving in collaborative, problem solving scenarios
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.
During the COVID-19 pandemic, TransUnion has several safety protocols in place to protect associates, customers, and visitors. You may be required to be fully vaccinated against COVID-19 as a condition of employment and/or to participate in certain work-related activities. Exemption is available to qualified candidates as a reasonable accommodation.
TransUnion's Internal Job Title:
Sr Consultant, Business Operations / ERP