About Yahoo!
Think about impacting 1 out of every 2 people online-- in innovative and imaginative ways that are uniquely Yahoo!. We do just that each and every day, and you could too. After all, it's big thinkers like you who will create the next generation of Internet experiences for consumers and advertisers across the globe. Now's the time to show the world what you've got and put your ideas to work for over half a billion people!
Job Description:
As part of the Product Support Team, the Production Support Engineer is responsible for supporting Yahoo!'s revenue-critical advertising platforms and products. The customers supported include Advertisers, Publishers, and internal Business teams. You should be a self-starter, require minimal support for day-to-day activities and possess excellent time management and organizational skills. The ideal candidate would be a technical generalist with skills ranging from supporting production systems, networks to web development. This is a full-time position, based in London. Candidate must be willing and able to work a variety of hours, and participate in an on-call rotation.
Skills/Qualifications:
- BS in Computer Science or a technical field. MS a plus.
- Working knowledge of Linux operating system required. RHEL a plus.
- Working knowledge of SQL and at least one database environment.
- Minimum 2-3 years experience in a customer-facing technical help desk / product support environment. Preferably in an Operations or Enterprise service center.
- Advanced written and verbal communication skills, including the ability to effectively communicate complex issues to both technical and non-technical users.
- Strong background in user support and familiarity with current web practices and concepts.
- Excellent initiative, interpersonal and problem solving skills with a strong desire to learn.
Responsibilities:
- Critically analyze operational metrics, monitoring systems and support escalations.
- Respond to Production Support tickets from multiple domestic and international teams.
- Prioritize issues and troubleshoot them independently while coordinating with Management, Business, Product and Engineering teams.
- Ensure quality of service and quick resolution to all production problems across a variety of complex Yahoo! and third party technologies, applications, tools, products and services.
- Provide expert support and product knowledge on our Search & Display Advertising products.
- Work closely with Customer Service, Sales and other Business teams on a variety of Advertiser, Partner or platform technical issues.
- Work closely with Operations, Development, QA and Engineering teams to triage issues, make fixes, advocate problems and document technical run books, support whitepapers and procedures.
