Lead Product Expert

LiveRamp; San Francisco (CA); Hybrid; USD 145,000 - 171,000; Full time

Job summary

LiveRamp is seeking aSenior Customer Support Engineer to bridge customers and product, delivering advanced technical support and ensuring exceptional experiences. You will diagnose complex issues, own cases end-to-end, and contribute to knowledge bases and internal processes.

The role requires strong communication, problem-solving, and a collaborative mindset, with experience in customer-facing environments and a willingness to learn in a fast-paced setting.

Qualifications

• Experience in technical support or customer-facing roles.
• Excellent written and verbal communication skills.
• Strong problem-solving and analytical abilities.
• Collaborative mindset and ability to work in a team.
• Willingness to learn new technologies, processes and challenges.
• Growth mindset and learning from mistakes.

Responsibilities

• Provide advanced technical support to customers, diagnosing and resolving complex issues.
• Own customer issues from contact to resolution, meeting SLAs.
• Develop deep product knowledge to deliver accurate support.
• Create and maintain knowledge base articles, troubleshooting guides, and internal docs.
• Collaborate with engineering and product to identify defects and drive improvements.
• Mentor and guide junior support engineers, promoting knowledge sharing.

Skills

Technical support

Customer success

Communication

Problem-solving

Teamwork

Learning mindset

Tools

SQL

Python

Pandas

Notebooks

Git/GitHub

Job description

LiveRamp is shaping the future of responsible data collaboration between the world's leading brands, retailers, financial services providers, and healthcare innovators. As consumers embrace new AI-driven experiences, the LiveRamp data collaboration network exponentially expands the breadth and accuracy of the data on which marketing AI capabilities operate, powering deeper customer insight and measurable performance on a global scale. LiveRamp is headquartered in San Francisco, California, with offices worldwide. Learn more at LiveRamp.com.

Job Description

LiveRamp is seeking a motivated and experienced Senior Customer Support Engineer to join our dynamic team. In this pivotal role, you will be the bridge between our customers, both internal and external, and our product, providing advanced technical support and ensuring an exceptional customer experience. We are looking for a natural problem-solver with a passion for technology and a dedication to customer success. The ideal candidate is an excellent communicator, a collaborative team player, and is eager to learn and grow in a fast-paced environment.

You will:

• Provide advanced technical support to our customers, efficiently diagnosing and resolving complex technical issues.
• Take ownership of customer issues, from initial contact to resolution, ensuring timely and effective solutions that align with our service level agreements.
• Develop a deep understanding of our products and services to provide accurate and comprehensive support.
• Create and maintain clear and concise documentation, including knowledge base articles, troubleshooting guides, and internal process documents.
• Collaborate with our engineering and product teams to identify and resolve product defects, and to advocate for product improvements based on customer feedback.
• Mentor and guide junior support engineers and others, fostering a collaborative and knowledge-sharing environment.

About you:

• Proven experience in technical support, customer success, or a similar customer-facing role.
• Excellent written and verbal communication skills, with the ability to articulate technical concepts clearly and concisely to both technical and non-technical audiences.
• Strong problem-solving and analytical skills, with a keen attention to detail.
• A collaborative mindset and the ability to work effectively in a team-oriented environment.
• A passion for learning and a willingness to embrace new technologies, processes, and challenges in an ever-evolving work environment.
• A growth mindset, with a willingness to make mistakes, learn from them, and continuously improve.

Preferred Qualifications

• Some experience with SQL, Python, Pandas, notebooks, and Git/GitHub. You don't need to be a DevOps expert, but a foundational understanding is a plus.
• AI prompting certificate or AI prompting experience.
• A strong desire to teach, train, and mentor others.
• Experience in the Advertising, Marketing, MarTech, or AdTech industries.
• Familiarity with data Clean Room environments.

The approximate annual base compensation range is $145,000 to $170,500. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, geography, as well as internal equity among our team.

We use automated decision systems (ADS) as part of our recruitment and hiring process. If you require an accommodation or believe that the use of an ADS may create a barrier to your application or participation in the hiring process due to a disability or other protected characteristic, please let us know. We are committed to providing reasonable accommodations and ensuring an equitable hiring experience for all candidates.