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Job Details
* Location: Barcelona, Spain (Hybrid)
* Department: Product
* Type: Permanent - Full Time
* Job ID: r19486
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
1. Serve as point of escalation for technical issues raised by L1 support teams related to the Commerce Growth solution.
2. Address and resolve complex customer inquiries regarding product functionality, technical issues, and suspected bugs.
3. Collaborate with Level-1 support to fully understand the context and history of each issue.
4. Utilize in-depth product knowledge to effectively diagnose and troubleshoot problems.
5. Provide workarounds or permanent solutions or escalate unresolved issues to Level-3 or specialized teams as necessary.
6. Contribute to internal knowledge base, including FAQs, troubleshooting guides, and support best practices.
7. Empower Level-1 support by coaching and sharing expertise and up-to-date information to promote self-service.
8. Stay informed about product enhancements, new features, recurring issues, and bug fixes.
9. Collaborate with Engineering and Product to provide feedback on recurring issues and influence product improvements.
10. Engage in cross-functional training sessions to refine your own skills.
11. Lead cross-functional projects aimed at optimizing and enhancing support workflows, tools, and procedures.
Who You Are
1. 3+ years of experience in technology, consulting, or an operational role.
2. B.S. or M.S. in Computer Science, or a related field, or equivalent experience.
3. Proficiency in HTML, JavaScript, and REST APIs.
4. Experience in diagnosing and solving complex technical issues.
5. Experience in JIRA or equivalent ticketing systems.
6. Excellent communication skills in English, both oral and written.
7. Experience in an international and cross-functional working environment.
8. Strong ownership mindset and ability to manage multiple concurrent investigations.
9. Adaptable to a rapidly changing environment and a proactive self-learner.
10. 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.
Our culture is diverse and inclusive. We promote equality and do not tolerate discrimination or harassment of any kind, supporting an open and respectful environment for all employees.
Why Join Us
We offer comprehensive benefits supporting your wellbeing, growth, and development. Compensation is determined based on experience, skills, education, and location.
Additional Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Information Technology
* Industries: Advertising Services
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