Level 2 Product Support Engineer

Role Overview

3Pillar is an AI transformation partner on a mission to help enterprises build the AI-native products and intelligent agents that will define the next era of business. As a Level 2 Product Support Engineer, you will work with ambitious companies in financial services, healthcare, media, and technology, helping them modernize and compete through our HelixAI platform.

Responsibilities

• Investigate, triage, and resolve complex technical issues escalated from Tier 1 support.
• Analyze logs, databases, and system behavior to diagnose root causes.
• Act as a liaison between customers, engineering, and product teams to communicate bugs, feature requests, and system behavior.
• Document resolutions, workarounds, and diagnostic processes to improve support workflows and knowledge sharing.
• Monitor key system alerts and customer tickets to proactively address platform issues.
• Contribute to internal tools, automation, and scripts that improve support efficiency and reduce resolution time.
• Advocate for customer needs and ensure timely follow-up on issues and feature enhancements.

Requirements

• 4+ years of experience in technical support or DevOps with customer-facing responsibilities.
• Strong knowledge of Linux systems (command-line proficiency, log analysis, system debugging).
• Experience working in ad tech platforms such as DSPs or SSPs.
• Proficient in querying databases using SQL, Postgres, or MySQL.
• Understanding of advertising technology concepts, including ad serving, programmatic bidding, pixels, tracking, and reporting.
• Exceptional communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.

Nice to Have

• Familiarity with APIs (REST/JSON) and tools like Postman.
• Exposure to scripting or automation using Bash or Python.
• Experience with cloud platforms, especially Google Cloud Platform (GCP) (Compute Engine, BigQuery, Stackdriver).
• Experience with monitoring/logging tools such as Datadog, Grafana, or Stackdriver.

Skills

• Linux
• SQL
• Python
• Google Cloud Platform
• REST APIs

Benefits

• Flexible work environment with a remote-first approach.
• Global team collaboration and diverse culture.
• Focus on employee well-being and mental health.
• Accelerated career growth and professional development.