Digital Technical Support Engineer

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What We'll Bring:
The Technical Operations Support Engineer is a technical support role on our team within the Marketing Solutions organization.
In this role, you will be become an expert on our TruAudience platforms, advising internal stakeholders on best practices and effectively troubleshooting and delivering digital and data-driven marketing solutions in our AWS Cloud based environment.
What You'll Bring:

• 4-5 years experience in a technical support team role, preferably in in a digital marketing solutions/media environment with a strong proficiency in Excel and SQL as well as experience with bash/linux and AWS CLI
• Demonstrated critical thinking and problem solving to deliver on customer needs & expectations, with a curiosity and appetite for learning
• Self-starter, with the ability to understand and resolve issues independently across internal and external teams
• Superior communication skills, with the ability to translate complex technical concepts to non-technical teams in a concise and clear manner and lead discussions with multiple cross-functional teams
• Demonstrated ability to operate with a sense of urgency. Highly organized, quick learner who and can use project management, time tracking and collaboration tools to prioritize client requests or escalate to the appropriate internal teams
• Experience using Jira to track workflow
• Bachelor's degree or higher, analytical field preferred

Impact You'll Make:

• Customer Support and Implementation
  • Prioritize and resolve technical support questions and issues, deliver Identity and Audience data products, and triage complex platform issues in support of client stakeholders, including Technical Account Managers, Delivery Ops, Product and Engineering.
  • Translate technical and functional requirements from customers (internal and external) to Product and Engineering teams and identify areas of improvement.
  • Assist in onboarding of new customers with internal and external teams by acting as expert on platform UI and owning technical implementation details.
• Technical Liaison
  • Use best practices to configure internal tools for onboarding and offboarding/distribution of client data, product fulfillment delivery and API integrations.
  • Qualify incidents/bugs submitted by clients and internal team by gathering detailed information, triaging the issue, and providing a resolution according to service level obligations.
  • Proactively identify gaps and bugs/issues to monitor platform health and escalate issues/inconsistencies cross-functionally as needed.
  • Query, analyze and provide insight into client data discrepancies.
  • Contribute to best practice technical documentation and training materials for internal use.

#LI-TE1
This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.
Benefits:
TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, tuition reimbursement, additional (following any short-term disability) 10 weeks of parental leave with gradual return, adoption assistance, fertility coverage, spousal and domestic partner benefits, charity gift matching, employee stock purchase plan, retirement contributions with employer match, organizational growth potential through our online learning platform with guided career tracks, and access to TransUnion's Employee Resource Groups.
We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.
Pay Scale Information :
The salary range for this position is $80,845.00 - $132,600.00. *The salary range for this position reflects the general range of compensation for this job and does not include our bonus incentive(s). This position is eligible for bonus incentive(s). At TransUnion, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individual's education, training, work experience, job-related skill set, industry knowledge, as well as the scope and responsibilities of the position, and market considerations.
TransUnion's Internal Job Title:
Consultant, Business Operations