Application Reliability Engineering Lead
We're TripleLift, an advertising platform on a mission to elevate digital advertising through beautiful creative, quality publishers, actionable data and smart targeting. Through over 1 trillion monthly ad transactions, we help publishers and platforms monetize their businesses. Our technology is where the world's leading brands find audiences across online video, connected television, display and native ads. Brand and enterprise customers choose us because of our innovative solutions, premium formats, and supportive experts dedicated to maximizing their performance.
As part of the Vista Equity Partners portfolio, we are NMSDC certified, qualify for diverse spending goals and are committed to economic inclusion. Find out how TripleLift raises up the programmatic ecosystem at triplelift.com.
TripleLift is seeking an Application Reliability Engineering Lead to help lead our international team of Solutions Engineers.
This candidate will be responsible for ensuring that external clients are incredibly satisfied with the TL platform, and work with internal stakeholders to ensure smooth running of the department in day-to-day operations. This candidate will sit in the middle of the TL organization, serving as the common connection among all groups at TL.
The TL Application Reliability Engineering lead exhibits deep product expertise across the platform, is highly responsive, and exhibits professional communication, creative problem-solving, and effective coordination of internal resources. This role is perfect for someone who desires to learn and navigate the full platform and utilize various skill sets to resolve issues and identify ripe opportunities for improvement. The candidate should be intrinsically motivated in seeing the escalations queue reach 0.
This Application Reliability Engineering Lead has a passion for understanding technology, increasing client happiness, resolving complex technical problems, and driving their team to meet its full potential. This individual must be able to creatively troubleshoot, identify systemic issues, as well as effectively communicate with internal and external stakeholders. The ideal candidate is a team player and established leader, who has a positive attitude and can easily switch from coaching on coding excellence, to resolving workflow issues with a strategic partner. The ideal candidate also has experience a an Project Manager, and is comfortable putting the mentor hat on to guide the team.
Queue quality ~ 25% allocation
Ensuring workloads are evenly distributed
Ensuring ticket best practices are followed
Mean Time to Resolve (MTTR) monitoring
Customer Satisfaction survey reviews
Weekly ticket audits.
Incident + Problem management ~ 25%
Updating and reviewing documentation
Communicating with stakeholders and participants on projects.
Ensuring the correct process is being followed
Ensuring communication standards are being met
Ensuring postmortems are written
Ensuring follow-up action items (postmortems, post-review actions) are being executed.
Complex Issues / Problem Management
Identifying patterns in tickets and wider problems via pattern recognition
Communicating with stakeholders on problem status and updates.
Executing and managing action items.
Writing documentation relating to major problems, including progress reports.
Organizational syncs - 25%
Liaising with stakeholders/leads in other teams to discuss continual improvement.
Conducting 1:1 meetings with Direct reports and steering meetings.
Miscellaneous - 25%
Working on Personal projects, such as:
Commissioning and contributing to internal tools that empower stakeholders to execute faster and answer their own questions.
Working on projects relating to continual improvement of our processes, cross-team workflows and optimisation of problem and incident management systems.
Working on Personal tickets, which include:
Provide platform-wide technical support and product solutions to internal stakeholders;
Understand the technical and commercial flows across products to motivate product improvements and efficiency in team triage;
Manage customer escalations, which includes verifying cases, analyzing data, isolating and diagnosing the problem, and resolving the issue where possible;
Coordinate with Product, Engineering, and other specialist solutions teams in identifying, reporting, and resolving product issues and wider problems.
Dynamically re-allocating remaining time to fit current priorities as needed week to week
Desired Skills and Attributes
Broad industry expertise, capable of guiding other members of the team toward the correct approach to be able to resolve any type of issue.
Passion for exceptional standards.
Leads by example.
Invested in raising and driving the resolution of wider systemic challenges on behalf of the team.
Committed to continuous improvement and the smooth operation of the team.
Record of track results when it comes to mentoring and improving others.
Committed to seeing the queue reduce to 0.
Solutions-oriented individual, with excellent troubleshooting, analytical and problem-solving abilities with a tenacious commitment to finding the root cause of issues and representing the best interests of our customers;
Comfort with one or more of the following programming languages:
Python, PHP, Java.
Outstanding coordination skills - able to manage stakeholders, convey technical concepts in a non-technical manner for internal stakeholders to understand, and project manage solutions to complex problems.
The ability to think critically about the potential root causes of issues, and come up with realistic investigative work-streams accordingly.
Excellent quantitative skills and comfort with data exploration tools such as Excel, Looker, Tableau, etc;
Comfortable taking ownership of projects and showcasing key accomplishments -- collaboratively or autonomously;
Effective time-management skills - able to prioritize and meet deadlines whilst being self-sufficient.
Studies in advertising, communications, marketing, or other discipline with demonstrated technical exposure.
Studies in a field relating to either software development (Computer Science, Software Engineering), business studies (Economics, Finance), or Data Analysis (Mathematics, Data Science) are preferred.
Minimum of 5-7 years of work experience in customer application escalations, technical solutions, or customer facing support roles.
Life at TripleLift
At TripleLift, we’re a team of great people who like who they work with and want to make everyone around them better. This means being positive, collaborative, and compassionate. We hustle harder than the competition and are continuously innovating.
Learn more about TripleLift and our culture by visiting our LinkedIn Life page.
Diversity, Equity, Inclusion and Accessibility at TripleLift
At TripleLift, we believe in the power of diversity, equity, inclusion and accessibility. Our culture enables individuals to share their uniqueness and contribute as part of a team. With our DE&I initiatives, TripleLift is a place that works for you, and where you can feel a sense of belonging and support. At TripleLift, we will consider and champion all qualified applicants for employment without regard to race, creed, color, religion, national origin, sex, age, disability, sexual orientation, gender identity, gender expression, genetic predisposition, veteran, marital, or any other status protected by law. TripleLift is proud to be an equal opportunity employer.
Learn more about our DEI efforts at https://triplelift.com/diversity-equity-and-inclusion/
TripleLift does not accept unsolicited resumes from any type of recruitment search firm. Any resume submitted in the absence of a signed agreement will become the property of TripleLift and no fee shall be due.