We are seeking an Application Support Engineer to manage and support our client-facing product ecosystem and downstream marketing activation channels. In this role, you will be responsible for two core pillars of our operational technology stack:
- Client-Facing Reporting Portal: The primary web application product where account teams and external clients view live reporting and analytics fed by our Athena data pipeline.
- Customer Data Platform (CDP) & Reverse ETL (Hightouch): The activation pipeline that reads audience segments from our Snowflake Gold layer and syncs them to ad platforms (Meta, Google, Bing) and Direct Mail Integration (DMI) fulfillment systems.
You will act as the crucial link between business account teams, client stakeholders, ad platform integrations, and backend data engineering to ensure high application availability, fast incident resolution, and seamless sync reliability.
Key Responsibilities
1. Client Reporting Portal Operations & Support
- Incident Triage & Resolution: Serve as the primary point of contact for internal account teams and external clients reporting UI glitches, live data sync discrepancies, display errors, or performance degradation in the reporting portal.
- API & Data Interface Debugging: Troubleshoot backend-to-frontend web application issues (inspecting API payloads, JSON payloads, network calls, authentication/session issues, and database responses) to isolate whether errors originate in the portal application code or the underlying Athena data pipeline.
- Vendor / Dev Escalation: Collate logs, trace IDs, and step-by-step reproduction steps to escalate software defects to core software development or platform teams.
2. CDP & Reverse ETL Management (Hightouch)
- Sync Execution & Health: Actively monitor daily, hourly, and event-driven Hightouch syncs transferring segmented audience data from Snowflake Gold Layer schemas to ad platforms (Meta, Google, Bing) and direct mail vendors.
- Ad Platform & DMI Integrations: Debug API rate-limiting, OAuth token failures, field mapping errors, and schema shifts across downstream ad platforms and DMI list fulfillment feeds.
- Audience Data Verification: Cross-verify record counts, match rates, and segment payloads between Snowflake Gold models and target activation channels to ensure complete and accurate campaign targeting.
3. Client & Stakeholder Communication
- Ticket Management: Own and prioritize incoming support requests via Jira/Zendesk/ServiceNow within established Service Level Agreements (SLAs).
- Outage & Latency Incident Response: Provide proactive, client-friendly status updates to account teams during portal outages or upstream data pipeline delays.
- RCA & Documentation: Author Root Cause Analysis (RCA) notes for major platform incidents and build user-facing troubleshooting guides or standard operating procedures (SOPs).
Required Qualifications & Technical Skills
- Application Support Experience: 3+ years in L2/L3 application or technical product support, managing web applications and integration platforms.
- Reverse ETL / CDP Tools: Hands-on experience with Hightouch (or similar tools like Census, RudderStack, Segment, Tealium) configuring models, syncs, field mappings, and alert rules.
- Web Application Architecture: Working understanding of web app technologies (REST APIs, HTTP response codes, JSON payloads, browser developer tools, authentication protocols like OAuth/SAML).
- SQL & Data Verification: Strong SQL skills to query Snowflake databases (Gold Layer) to validate record counts, verify filtering logic, and audit payload outputs.
- Ad Platform & Marketing Tech Familiarity: Basic understanding of audience sync structures and API integrations with digital ad networks (Meta Ads Manager, Google Ads, Bing/Microsoft Advertising) and file-based fulfillment exports (CSV/FTP for Direct Mail).
- Ticketing & Incident Management: Hands-on experience with ITSM tools (e.g., Jira Service Management (preferred) or ServiceNow, Zendesk, etc) and monitoring/alerting platforms.
Key Performance Indicators (KPIs)
- Reporting Portal Uptime & Time-to-Resolution (TTR): Speed and accuracy in acknowledging and resolving client-reported portal defects.
- Sync Delivery Success Rate: Target >99.5% successful execution rate for Hightouch reverse ETL syncs and DMI file exports.
- Audience SLA Adherence: Ensuring audience segments and campaign target lists land in ad platforms ahead of business activation deadlines.
- Stakeholder CSAT: High satisfaction scores from internal Account Managers and client stakeholders regarding communication transparency and issue resolution.
