Support Engineer

Vistar Media is the home of out-of-home (OOH). As a global ad tech company and the world's largest digital out-of-home (DOOH) advertising marketplace, we offer technology designed to make buying and selling OOH media easier. Our goal is simple: to help the world's marketers leverage OOH's unique ability to motivate and delight. 

From strategic partnerships with major media owner networks to executing impactful campaigns with renowned global brands such as Nestlé, Porsche, Target, and Levi's, our team is filled with passionate, innovative, and collaborative problem solvers, engaging and entertaining consumers like you in the real world. Find your home in out-of-home - find your people at Vistar.

As of January 2025, Vistar Media was acquired by T-Mobile and is now part of T-Mobile Advertising Solutions. By combining our DOOH expertise with T-Mobile’s unique customer insights and expansive omnichannel capabilities, we’re creating new opportunities to innovate at scale and make a meaningful impact on the future of out-of-home media.

Title: Support Engineer

Reports to: Support Engineering Team Lead

Description

The Support Engineer is responsible for resolving technical support requests for customer-impacting issues. This role involves daily frontline internal support, including issue analysis, research, testing, and resolution.

This role will work closely with the Product and Software Engineering teams to eliminate defects and improve the customer experience. An ideal candidate is curious, detail-oriented, takes ownership of their work, and drives issues to resolution. Strong Support Engineers will view customer issues as their own and operate with a sense of urgency to ensure customer satisfaction. An ideal candidate will detect patterns from incoming work and leverage their creativity to drive solutions that prevent recurring issues, thereby improving the overall support life cycle.

Key Responsibilities & Objectives

Technical Support:

● Provide technical support for incoming tickets from customers.

● Demonstrate a strong understanding of product issues, including in-depth technical analysis, troubleshooting, root cause identification, and engaging appropriate SMEs as needed for incident and problem management.

● Manage the technical on-call channel to deliver quick fixes for high-priority product issues.

● Monitor support quality metrics to help assess and improve support processes.

● Analyze previous customer cases to identify trends and pain points, driving product improvements.

● Review support tickets and provide feedback to the team, coaching them on their troubleshooting.

● Drive changes that improve support-related processes.

● Identify and address any gaps in internal tools and processes.

● Assist with team coordination and customer communications during important product launches and support events.

Collaboration:

● Work closely with the Product and Software Engineering teams to resolve issues and enhance the customer experience.

● Collaborate with team members to ensure that customer issues are addressed promptly and effectively.

● Participate in cross-functional meetings to discuss and solve complex technical problems.

Customer Focus:

● Operate with a sense of urgency to resolve customer issues, ensuring high levels of customer satisfaction.

● Take ownership of customer issues, treating them as personal challenges to be resolved.

Required Skills and Qualifications:

Technical Skills:

● Experience in troubleshooting, debugging, and resolving technical issues.

● Familiarity with at least one programming or scripting language.

● Basic understanding of web technologies.

● Basic understanding of SQL and database systems.

Customer Service Skills:

● Ability to be cordial, supportive, and empathetic in customer interactions.

● Strong communication skills, both written and verbal.

Education and Experience:

● At least 2 years of experience in a software testing, support, IT, or software development role.

Experience in a software development environment, supporting real-world, customer-facing software products and technologies throughout the software development life cycle.

Who You Are:

● Self-motivated and thorough, with the ability to take ownership and drive projects to completion.

● An excellent written and verbal communicator.