Application Support Developer

Life at Samsung Ads

We are proud to build a world class organization that thrives on: Collaborating closely, problem solving while keeping our customers (internally and externally) in mind first, breaking new ground and adapting quickly to a rapidly evolving industry.  We are looking for an Application Support Developer!

We offer a remote/hybrid work environment made easy for you with practical perks, commuting and lunch benefits.

  • A competitive compensation package, including a performance based incentive plan
  • A very generous and broad ranged personal & healthcare spending program
  • 100% company-paid comprehensive health & dental coverage; you can choose the option(s) that best suits YOU
  • Minimum 21 days of paid time off and so much more!
  • Access to free learning and development opportunities
  • Amazing discounts, tons of social activities and various other extras!  
  • Onboarding framework which ensures you’re set up for success from Day 1
  • Giving back program which includes donation matching & volunteering including a paid volunteer day

If you wish to know more about Samsung Ads, please visit our website.    

About this role: 

The Product & Engineering Support team is responsible for addressing product queries raised on the support platform (JIRA). Additionally, we work closely with various P&E teams to bridge the gap between technical perspectives and with Customer facing teams on the solutions side. While our team is globally spread out (BLR (Bangalore), MTV (Mountainview), MTL (Montreal) & Mexico), we are an energetic bunch that enjoys challenges and connection. 

The purpose of this role is to have a skilled Application Support Developer join the team and assist with incident management tool monitoring, respond to tickets, update documentation and reporting and effectively collaborate with stakeholders across a variety of teams with a customer-centric mindset. This role is expected to bridge communication gaps between technical and non-technical teams through sharing technical information to all stakeholders. 

Responsibilities

  • Research and identify solutions to software issues; diagnose and troubleshoot technical issues, including account setup and network configuration
  • Prioritize multiple tickets 
  • Track computer system issues through to resolution, within agreed time limits (escalating unresolved issues to appropriate internal teams while keeping customers updated); refer to internal database or external resources to provide accurate tech solutions
  • Ask customers targeted questions to quickly understand the root of the problem and guide customers through a series of actions either on the phone, via email or chat, until they’ve solved their technical issue
  • Document technical knowledge in the form of notes and manuals, ensure all issues are properly logged and prepare accurate and timely reports

Requirements

  • 6+ years of related experience in either application/production/software support 
  • Bachelor or Master’s degree (Data or IT Engineering) or equivalent work experience 
  • Basic knowledge of a programming language (ex: Bash, Ruby, Python, Zsh, Perl, etc.) coupled with experience using debugging tools and web tech stacks (i.e. HTML/CSS)
  • AWS cloud exposure with experience in SQL development
  • UNIX / Linux skills, including the ability to use at the command line with scripting experience 
  • Ability to take initiative, problem solve and exhibit strong time management skills 

Diversity and inclusion

Samsung Ads is committed to working with the best and brightest people from the broadest talent pool possible. We believe a diversity of ideas fosters innovation and engagement, and allows us to attract the best people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. If you need assistance, or have any questions during the application and recruiting process, please contact us at: inclusion.ca@samsung.com.

Ready to make the jump?

Read our FAQ section to find the answers to your questions