Support Engineer

The Trade Desk is a global technology company and the world’s leading independent platform for digital advertising, with over 3,000 employees across more than 30 offices. Our technology helps advertisers reach the right audiences across the open internet — from streaming TV and podcasts to mobile apps, news, and more.
Advertising powers the content people love. By making it more transparent, effective, and responsible, we help support trusted journalism, quality entertainment, and creators worldwide. The world’s brands and agencies rely on us to reach their customers and grow their businesses responsibly.
The scale of our platform brings unique technical challenges — from processing massive datasets in real time to building systems that operate reliably on a global scale. When you work here, your impact is worldwide. We welcome diverse perspectives, encourage curiosity, and build teams that learn from one another. If you’re driven to solve meaningful challenges, we’d love to meet you.

We are looking to hire a Support Engineer who will work in collaboration with our Business and Engineering Teams to ensure top notch API + Technical Support. This candidate should understand web technology, have experience working with and troubleshooting JSON and REST APIs, be an adaptive person and not afraid of complexity. They will ensure various Enterprise clients are supported effectively by focusing on

1)
prevention of technical issues through building QA tests + enhancing error responses and external documentation to help developers resolve their problems themselves,

2)
improving internal processes such as monitoring and alarming to catch critical issues quickly, investigating issues to the root cause, and creating helpful internal troubleshooting documentation and

3)
collaborating across client-facing and technical teams to ensure changes to APIs are smooth for both internal and external stakeholders, as well as globally within the wider support team. We are looking for someone who is enthusiastic about innovative technology, has not only the existing technical skills to be successful but also the acumen to learn even more; you’ll never run out of things to learn here.

You are comfortable being a mediator between account and technology teams, helping both reach solutions on high-priority technical issues. There is plenty of room for advancement in this role within the department or otherwise within our company, both as an independent contributor or leading a team.

• Serve as a Support Engineer for our Technical Account Management (TAM) team, who are responsible for communication and management of enterprise API clients and third-party partners that use various REST, JSON, GraphQL (GQL) APIs
• Proactive troubleshooting initiatives: focus on prevention of issues (rather than only being reactive and focused only on resolution) such as API QA testing and validation
• Executing and manipulating stored procedures and writing queries in SQL
• Monitor the company’s ticketing case system; answer, troubleshoot and resolve various technical issues escalated by the TAM team and Client Services related to our platform and APIs
• Responsible for owning incidents, including collaborating, and escalating to Engineering, Product, and Business Intelligence
• Enhance internal processes such as improving issue visibility for API users and internal stakeholders and improve alerting of priority issues
• Contribute to the company and Support Team’s knowledge base
• Coordinate in-depth training on Support-related tools and processes
• Identify opportunities for improvement within the business and lead projects to champion solutions addressing those gaps or weaknesses
• Light on‑call/after‑hours support

• Bachelor’s Degree from…