New York, New York, United States
• Manage five Solutions Engineers building custom integrations and tools • Develop and maintain a host of tools and utilities on internal infrastructure according to Criteo's CI/CD development practices • Build platform integrations with eCommerce, data management, audience, media and many other players in the adtech ecosystem
• Manage a global team of ten Support Engineers, serving over four hundred online publishing and eCommerce clients • Diagnose application code issues in PHP, Javascript and Java, working directly with developers to expedite resolution • Develop and maintain the team's collection of server-side scripts, diagnostic tools and test environments • Build homegrown platform integrations between Zendesk, Salesforce and JIRA to improve reporting, automation and case context
• Senior member of a Support Engineering team that serves as the main escalation point and owners of all technical issues for nearly 400 online publishing and eCommerce clients • Provide front-line support for a broad range of technical infrastructure, including API integration and troubleshooting (multiple libraries including PHP, Ruby, Javascript), database query building, regex, DNS troubleshooting, ad tag implementation and cachebusting (LiveIntent, DFP), and many other components of Sailthru's email and on-site digital marketing platform • Execute and advise on projects using Sailthru's proprietary coding language to implement complex content recommendation logic for clients • Regularly liaise with engineering team, often searching and reading product source code (PHP, Java, Javascript) to identify code issues and expedite resolution • Oversee the daily operations and scheduling of the support team, ensuring full coverage and prompt escalation of high priority issues. Act as an internal escalation point for the most complex cases. • Built a Node.js-based IRC bot with multiple features and API integrations (Zendesk, OpenVBX, Google APIs). Migrated a large number of tasks to a single point of interaction and implemented case monitoring, providing the team greater visibility into case volume and ensuring strict adherence to response SLAs
• Oversaw IT Helpdesk issue resolution and ticket flow through various web applications; acted as a quality controller through frequent monitoring, report generation and end-user follow-up • Assisted in the development and implementation of a new electronic service request management tool for end users • Coordinated across IT segments to maintain issue escalation paths, proper routing practices and adherence to SLAs • Kept close contact with customers during time-sensitive issues; acted as interlocutor between requestors and resolvers