Support Engineer

• Manage the support desk and address internal and external customer queries efficiently and effectively.
• Support Ozone’s implementation and maintenance of RTB and Audience infrastructure across customers.
• Support the day-to-day operations of Ozone’s support desk, ensuring all customer queries—both internal and external—are resolved in a timely and professional manner.
• Serve as a primary point of contact for internal queries, including Publisher Services, TradingOps, Publisher Ops, and RevOps, to support their delivery of customer objectives.
• Monitor and triage support requests, prioritizing them based on impact and urgency, and ensuring their resolution through clear communication and escalation where needed.
• Ensure Ozone meets committed customer SLAs.
• Support the wider Technical Operations team to onboard new customers and products.
• Collaborate with the Operations and Product teams to surface recurring support issues and inform improvements to Ozone’s processes and tools.
• Work proactively to identify technical issues and opportunities and own the process to resolution.
• Support team managers to set sprint goals; taking responsibility for ensuring that technical issues and opportunities are surfaced through the support desk for prioritisation.

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