Operations Engineer - Technical Escalations Team

  • Contract
  • Department: Client Operations (CSOM)

Company Description

PubMatic (Nasdaq: PUBM) is an independent technology company maximizing customer value by delivering digital advertising’s supply chain of the future. PubMatic’s sell-side platform empowers the world’s leading digital content creators across the open internet to control access to their inventory and increase monetization by enabling marketers to drive return on investment and reach addressable audiences across ad formats and devices. Since 2006, our infrastructure-driven approach has allowed for the efficient processing and utilization of data in real time. By delivering scalable and flexible programmatic innovation, we improve outcomes for our customers while championing a vibrant and transparent digital advertising supply chain.

Job Description

The Technical Escalations Operations Engineer will directly interact with the Client Operations, Product, and the Core Development Teams in Engineering. Explore automation opportunities using scripting for operational efficiency. The Operations Engineer will have to monitor the JIRA Queue for incoming Service Requests, Bugs, troubleshooting issues or Raw Data Requests and maintain the response/resolution SLAs. The expectation is to be able to grow the Product Knowledge to support the Customer Success solve issues faster and, in some cases, might have to communicate the same with Engineering. Must have good communication skills for seamless propagation of information.

Roles and responsibilities:-

  • Core responsibilities include providing platform/production support to internal as well as external stakeholders.
  • Partner with customer-facing teams to troubleshoot and customize PubMatic solutions such as OpenWrap and Prebid as per client’s objectives and assist in discrepancy issues.
  • Resolve issues faced by clients, which includes verifying and analyzing data, isolating, and diagnosing the problem, providing root cause analysis, setting client expectations and follow-ups.
  • Coordinate with Customer, Product and Engineering teams in identifying, reporting, and resolving product issues. Understand the technical and commercial/business flows to motivate platform improvements and debugging.
  • Create and maintain internal documentation that empowers external and internal clients to execute faster and answer their own questions. Handle training for new joiners and conduct refresher training for experienced team members as well as client facing teams.
  • Use tools to execute Rest API queries to pull reports, review websites using browser’s debug tools, pull logs from servers using Unix commands to identify issues with Open RTB requests and responses and use MySQL to manage, troubleshoot and update database settings for client accounts.
  • Resolve issues with RTB campaigns and PMP.
  • Need to possess good problem-solving skills and scripting knowledge to support the Technical Escalations Team.
  • Should be flexible with Rotational Shifts (21 * 5).



  • 1-4 years of experience (AdTech Experience would be preferred).
  • Hands-on experience in development using JavaScript would be preferred.
  • Good scripting skills in additional programming languages such as python / PHP / Unix Shell Scripting etc. would be preferred.
  • Educational Qualification should be B.E./B. Tech / MCA
  • Hands-on knowledge in SQL and UNIX basic commands is required.


Additional Information

Return to Office: PubMatic employees throughout the global have returned to our offices via a hybrid work schedule (3 days “in office” and 2 days “working remotely”) that is intended to maximize collaboration, innovation, and productivity among teams and across functions. All PubMatic employees in the US and India are required to be fully vaccinated to return to our offices. Covid-19 boosters are not required at this point in time.

Benefits: Our benefits package includes the best of what leading organizations provide, such as stock options, paternity/maternity leave, healthcare insurance, broadband reimbursement. As well, when we’re back in the office, we all benefit from a kitchen loaded with healthy snacks and drinks and catered lunches and much more!

Diversity and Inclusion: PubMatic is proud to be an equal opportunity employer; we don’t just value diversity, we promote and celebrate it. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.