Senior Production Support Engineer

illumin is a unique journey-based advertising platform that combines media planning and buying in an interactive and intuitive interface. It allows users to:

• Drag and drop audiences, creatives, and conditions onto a single-screen canvas
• Build campaigns across multiple channels, including Native, Display, Video, Connected TV, Audio, and social platforms like Facebook and Instagram
• Seamlessly sync first-party audiences with open web campaigns by connecting directly to email platforms
• Set alternative paths for unique audience segments
• Visualize and manage campaigns in real-time

• Lead and oversee support for our flagship product, Illumin, along with other systems, providing advanced technical expertise and support
• Take ownership of complex support tickets, conducting in-depth technical investigations, report requests, and performing system administration tasks, ensuring timely and accurate resolution
• Сollaborate with fellow Support Engineers, UI, Back-End, Data, DevOps, QA, and Product teams to efficiently resolve product issues and defects
• Ensure adherence to Production Support Service Level Agreement (SLA) timelines, driving open tickets to closure with a focus on maintaining high service standards
• Respond to system-generated alerts related to failures on the application platform, providing expert-level problem-solving to mitigate and resolve issues
• Advocate for a customer-first attitude, ensuring transparent and timely communication, and keeping customers informed about the progress of inquiries and issue resolutions
• Develop and document standards, processes, and procedures, focusing on best practices and effective issue resolution, while ensuring these are followed across the team
• Identify, lead, and implement improvement and automation opportunities proactively, driving product success and operational efficiency
• Support on-call rotations, ensuring the team is supported and prepared to handle critical issues

• 6+ years of experience in a production support role with a strong background in SQL and the ability to write complex DB statements on the fly
• 3+ years of experience working in Software-as-a-Service (SaaS) customer service
• Excellent verbal and written communication skills, with experience working in a professional environment
• Strong analytical/critical thinking skills with the ability to manage multiple high-priority tasks simultaneously
• Exceptional time management, organizational, and planning skills
• Bachelor’s degree or diploma in Computer Science, Software Engineering, or a related field
• English and Ukrainian languages at Upper Intermediate level or higher

Nice to have:

• Experience with Confluence, JIRA, Service Desk, or other support desk applications
• Familiarity with Kibana, Kafka, Big Data/Hadoop, Jupyter Notebook, and Spark
• Programming knowledge of Python, JavaScript, HTML, and containerization (Docker/ Kubernetes)
• Experience working in digital advertising technology

• 18 paid vacation days
• 10 paid sick days
• 2 unpaid days off per month
• Work remotely or from our comfortable Lviv office
• Necessary equipment, or $200 equipment compensation per year
• 50% compensation for professional development costs, including courses, webinars, and training programs