What You'll Do:
The C-Growth Product Support Engineering team plays a critical role in ensuring the stability and reliability of Criteo's Commerce Growth platform. We partner closely with internal support teams to resolve complex product issues, and act as a key connection point between Support, Product, and Engineering.
As a Level-2 Product Support Engineer, you'll act as the bridge between Level-1 support teams (Customer Support and Field Engineering teams) and Criteo's Engineering and Product teams. You will own complex investigations, resolve escalations, and contribute to continuous improvements in product quality and support processes.
Responsibilities:
· Serve as point of escalation for technical issues raised by L1 support teams related to the Commerce Growth solution.
· Address and resolve complex customer inquiries regarding product functionality, technical issues, and suspected bugs.
· Collaborate with Level-1 support to fully understand the context and history of each issue.
· Utilize in-depth product knowledge to effectively diagnose and troubleshoot problems.
· Provide workarounds or permanent solutions or escalate unresolved issues to Level-3 or specialized teams as necessary.
· Contribute to internal knowledge base, including FAQs, troubleshooting guides, and support best practices.
· Empower Level-1 support by coaching and sharing expertise and up-to-date information to promote self-service.
· Stay informed about product enhancements, new features, recurring issues, and bug fixes.
· Collaborate with Engineering and Product to provide feedback on recurring issues and influence product improvements.
· Engage in cross-functional training sessions to refine your own skills.
· Lead cross-functional projects aimed at optimizing and enhancing support workflows, tools, and procedures.
Who You Are:
· 3+ years of experience in technology, consulting, or an operational role.
· B.S. or M.S. in Computer Science, or a related field, or equivalent experience.
· Proficiency in HTML, JavaScript, and REST APIs.
· Experience in diagnosing and solving complex technical issues.
· Experience in JIRA or equivalent ticketing systems.
· Excellent communication skills in English, both oral and written.
· Experience in an international and cross-functional working environment.
· Strong ownership mindset and ability to manage multiple concurrent investigations
· Adaptable to a rapidly changing environment and a proactive self-learner.
· Additional technical skills in web, database (SQL), networking technologies, Python and data visualization are a plus
We acknowledge that many candidates may not meet every single role requirement listed above. If your experience looks a little different from our requirements but you believe that you can still bring value to the role, we'd love to see your application
Who We Are:
Criteo is the global commerce media company that enables marketers and media owners to deliver richer consumer experiences and drive better commerce outcomes through its industry leading Commerce Media Platform.
At Criteo, our culture is as unique as it is diverse. From our offices around the world or from home, our incredible team of 3,600 Criteos collaborates to develop an open and inclusive environment. We seek to ensure that all of our workers are treated equally, and we do not tolerate discrimination based on race, gender identity, gender, sexual orientation, color, national origin, religion, age, disability, political opinion, pregnancy, migrant status, ethnicity, marital or family status, or other protected characteristics at all stages of the employment lifecycle including how we attract and recruit, through promotions, pay decisions, benefits, career progression and development. We aim to ensure employment decisions and actions are based solely on business-related considerations and not on protected characteristics. As outlined in our Code of Business Conduct and Ethics, we strictly forbid any kind of discrimination, harassment, mistreatment or bullying towards colleagues, clients, suppliers, stakeholders, shareholders, or any visitors of Criteo. All of this supports us in our mission to power the world's marketers with trusted and impactful advertising encouraging discovery, innovation and choice in an open internet.
Why Join Us:
At Criteo, we take pride in being a caring culture and are committed to providing our employees with valuable benefits that support their physical, emotional and financial wellbeing, their interests and the important life events. We aim to create a place where people can grow and learn from each other while having a meaningful impact. We want to set you up for success in your job, and an important part of that includes comprehensive perks & benefits. Benefits may vary depending on the country where you work and the nature of your employment with Criteo. When determining compensation, we carefully consider a wide range of job-related factors, including experience, knowledge, skills, education, and location. These factors can cause your compensation to vary.
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