Senior Technical Solutions Engineer

The Impact You’ll Be Contributing to Moloco:

Moloco's Commerce Media (MCM) organisation powers Retail Media Platforms for retailers globally, enabling them to build and scale advertising businesses powered by machine learning. As customer count and technical complexity grow, we are evolving our support model to deliver faster, deeper, and more scalable technical expertise.

The Technical Solutions Engineer (TSE) is a newly established role at the heart of this evolution. The TSE serves as the Regional Tier 2/3 technical escalation point — taking ownership of complex issues escalated from Frontline Support Specialists (FSS) and driving them to resolution. Beyond firefighting, the TSE plays a foundational role in building the operational infrastructure of our support organisation: designing playbooks, developing automation tools, and establishing the metrics that measure how effectively we serve our customers.

The Opportunity

Own Tier 2/3 technical escalations from Frontline Support Specialists (FSS), triaging and resolving complex issues across ad serving, data pipelines, and ML infrastructure.
Perform structured Root Cause Analysis (RCA) on production issues — including campaign delivery failures, budget pacing anomalies, fill rate degradation, and ROAS fluctuations — using service logs and operational metrics.
Lead incident response for production ads service disruptions: scoping impact, coordinating with internal engineering teams (Ad Serving, Data Platform, ML), and driving toward resolution within SLA.
Author postmortem documents and track remediation action items to prevent recurrence.
Build and maintain diagnostic playbooks and runbooks that enable FSS to self-resolve a growing share of issues over time.
Develop internal tooling and automation scripts for issue detection, diagnosis, and reporting.
Define and track operational KPIs — including MTTR, escalation rate, and recurrence rate — to continuously measure and improve support efficiency.
Partner closely with the Customer Engineering team to ensure smooth issue handoffs, shared customer context, and aligned escalation workflows.
Contribute to internal and external documentation to scale knowledge across the organization.
Review technical integrations during new platform onboarding and surface potential operational risks early.

How Do I Know if the Role is Right For Me?

6+ years of professional experience in technical support, solutions engineering, or software engineering.
Strong troubleshooting skills and ability to analyze large-scale datasets — able to independently write and interpret complex queries against large-scale data warehouse environments.
Hands-on experience with API integrations and distributed systems — including REST API debugging, log analysis, and understanding how service components interact at scale.
Demonstrated experience handling technical escalations — breaking down complex problems methodically and driving them to resolution through a structured approach.
Strong written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
Experience in AdTech or retail media domains (DSP, SSP, ad serving, attribution) is a strong plus.
Familiarity with monitoring and observability tools such as Datadog.
Experience as a founding member or early contributor in building new teams, systems, or operational processes (zero-to-one experience)
Familiarity with scripting, AI tools for automation, process enhancement
Fluent in English. Multilingual communication skills (preferred) for global support environments.

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