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.

The Technical Escalations Operations Engineer/Specialist will directly interact with the Client Operations, Product, and the Core Development Teams in Engineering. He/ She would provide support in the day-to-day troubleshooting in ad technology-related areas to Client Operations, Product, and the Core Development Teams. This role requires the ability to explain technical information to broad audiences and coordinate with internal teams to deliver the result and stay at the forefront of new capabilities to ensure that the partnering with customer-facing teams to troubleshoot and customize PubMatic solutions is successful. Must have good communication skills for seamless propagation of information.

Responsibilities:

• 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.
• Deliver excellent customer service and support within defined SLAs to publishers via support channels, including troubleshooting and resolving issues reported by publisher team
• Work with internal teams, including sales, marketing, business development, product management and engineering to deliver customized implementation plans to select clients
• Keeping multiple support systems updated (e.g., Salesforce, JIRA etc)
• Actively respond to escalations for both Publisher and Demand clients relating to integration issues, discrepancies, Brand Safety etc.
• 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.
• 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.

• Ideal candidate should have 2-5 years of ad-tech experience, adequate knowledge in ad-serving and in-app meditation, Header Bidding, ORTB protocol, RTB/PMP, Rich Media Ads and Ad Networks
• Understanding of auction dynamics in a programmatic environment
• Demonstrated experience working with mobile SDKs supporting monetization and Ad Trafficking exposure using Ad Servers such as GAM and Max a plus
• Proficiency in Excel, preferably Excel Macros, knowledge of SQL and other Database tools is a plus
• Experience using complex datasets to track performance trends, identify anomalies and their root causes
• Experience with web applications, web forms and web server ideally with HTML or JavaScript knowledge
• Knowledge to use debugging tools like Fiddler, Firebug etc
• Need to possess good problem-solving skills.
•  Scripting knowledge is a plus
• Should be flexible with Rotational Shifts (21 * 5) with adequate shift allowance in each shift.

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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.