Digital Technical Support Engineer

The Technical Operations Support Engineer is a key technical support role within the Marketing Solutions organization at TransUnion. In this role, you will become an expert in the TruAudience platform, providing guidance on best practices, troubleshooting issues, and delivering data-driven marketing solutions in an AWS Cloud environment. This position involves collaborating with internal teams, including Product, Engineering, and Customer Success, to resolve technical challenges and ensure smooth platform operations.

Key Responsibilities

• Technical Support: Resolve customer issues related to Identity and Audience data products, triage complex platform issues, and manage technical support inquiries from both internal and external stakeholders.
• Onboarding and Implementation: Assist in the onboarding process for new customers, acting as an expert on the platform UI and technical implementation.
• Requirements Translation: Translate technical and functional requirements from customers to internal Product and Engineering teams, providing clear insights and identifying areas for platform improvement.
• Platform Health Monitoring: Identify and escalate platform inconsistencies and bugs, ensuring that issues are promptly addressed and that service-level obligations are met.
• Data Discrepancies: Analyze client data discrepancies, providing insights and resolutions as necessary.

Technical Liaison and Documentation

• Configuration & Integration: Configure internal tools for customer onboarding/offboarding, data distribution, and API integrations.
• Incident Management: Qualify and triage incidents and bugs submitted by clients, ensuring detailed information is gathered and resolutions are provided.
• Platform Health Monitoring: Monitor platform performance proactively and escalate issues cross-functionally when necessary.
• Documentation & Training: Contribute to the development of best practice technical documentation and training materials for internal teams.

Collaboration & Communication

• Cross-Functional Collaboration: Work with internal stakeholders (e.g., Technical Account Managers, Product, and Engineering) to address issues and ensure alignment with customer needs.
• Issue Escalation: Use project management tools like Jira to track workflows, manage requests, and escalate issues to the appropriate internal teams when needed.

Experience and Skills

• Experience: 4-5 years of experience in a technical support role, ideally in a digital marketing or media environment. Proficiency in Excel, SQL, bash/Linux, and AWS CLI.
• Problem-Solving: Strong critical thinking and problem-solving skills, with the ability to resolve issues independently across teams.
• Communication: Superior communication skills with the ability to explain complex technical concepts to non-technical teams. Able to lead discussions with multiple stakeholders.
• Technical Knowledge: Experience in digital marketing solutions, data platforms, and AWS Cloud environments.
• Project Management Tools: Familiarity with Jira for tracking workflows and managing projects.

Educational Requirements

• Bachelor’s Degree (preferred in an analytical field).

Impact You'll Make

In this role, you’ll play a crucial part in supporting the TruAudience platform’s technical operations, ensuring smooth client implementations, troubleshooting issues, and contributing to continuous platform improvement. Your work will be instrumental in maintaining platform health and supporting internal teams to deliver high-quality data and marketing solutions.

Salary and Benefits

• Salary Range: $80,845.00 - $132,600.00 (Base salary, with bonus eligibility). Compensation is based on factors like education, experience, and market conditions.
• Benefits:
  • Flexible time off and paid time off for exempt/non-exempt associates.
  • Tuition reimbursement, parental leave, fertility coverage, and adoption assistance.
  • Charity gift matching, employee stock purchase plan, and retirement contributions with employer match.
  • Access to career growth through TransUnion's learning platform.