Product Support Engineer

Yahoo is a global media and tech company that connects people to their passions. We reach nearly 900M people around the world, bringing them closer to what they love-from finance and sports, to shopping, gaming and news-with the trusted products, content and tech that fuel their day. For partners, we provide a full-stack platform for businesses to amplify growth and drive more meaningful connections across advertising, search and media.
About Yahoo
Think about impacting 1 out of every 2 people online-- in innovative and imaginative ways that are uniquely Yahoo. We do just that each and every day, and you could too. After all, it's big thinkers like you who will create the next generation of Internet experiences for consumers and advertisers across the globe. Now's the time to show the world what you've got and put your ideas to work for over half a billion people!
Job Description:
As part of the Product Support Team (PST), the Production Support Engineer is responsible for supporting Yahoo!'s revenue-critical advertising platforms and products. The customers supported include Advertisers, Publishers, and internal Business teams. You should be a self-starter, require minimal support for day-to-day activities and possess excellent time management and organizational skills. The ideal candidate would be a technical generalist with skills ranging from supporting production systems, networks to web development. This is a full-time position based in San Jose, CA or San Francisco, CA. On certain special circumstances this can be a remote position as well. You must be willing to work a variety of days, hours and participate in an on-call rotation.
Skills/Qualifications:

• BS in Computer Science or a technical field. MS a plus.
• Working knowledge of a development and scripting language required. Java, PHP and/or Perl a plus.
• Working knowledge of Linux operating system required. RHEL a plus.
• Working knowledge of SQL and at least one database environment.
• Minimum 2-3 years' experience in a customer-facing technical help desk / product support environment. Preferably in an Operations or Enterprise service center.
• Advanced written and verbal communication skills, including the ability to effectively communicate complex issues to both technical and non-technical users.
• Strong background in user support and familiarity with current web practices and concepts.
• Excellent initiative, interpersonal and problem-solving skills with a strong desire to learn.

Responsibilities:

• Critically analyze operational metrics, monitoring systems and support escalations.
• Respond to Production Support tickets from multiple domestic and international teams.
• Prioritize issues and troubleshoot them independently while coordinating with Management, Business, Product and Engineering teams.
• Ensure quality of service and quick resolution to all production problems across a variety of complex Yahoo! and third-party technologies, applications, tools, products and services.
• Provide expert support and product knowledge on our Search & Display Advertising products.
• Work closely with Customer Service, Sales and other Business teams on a variety of Advertiser, Partner or platform technical issues.
• Work closely with Operations, Development, QA and Engineering teams to triage issues, make fixes, advocate problems and document technical run books, support whitepapers and procedures.

Yahoo is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. Yahoo is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please submit a request via the Accommodation Request Form ( www.yahooinc.com/careers/contact-us.html ) or call 408-336-1409. Requests and calls received for non-disability related issues, such as following up on an application, will not receive a response.
At Yahoo, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion ( www.yahooinc.com/diversity/ ) page to learn more.
US Only: Please be aware that Yahoo requires all employees entering a U.S. Yahoo office and/or attending a company event (including client events) are required to be vaccinated for COVID-19. This position will require the successful candidate to obtain and show proof of a vaccination to enter a U.S. Yahoo office and/or attending a company event (including client events). Yahoo is an equal opportunity employer, and will provide reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state, and local law.
Currently work for Yahoo? Please apply on our internal career site.