Helpdesk Customer Support Quality Analyst

Qualifications:

• Bachelors degree in Computer Science Software Engineering Information Systems or a related technical discipline.
• Equivalent hands-on technical experience in a QA support engineering or ad tech role will be considered alongside formal education.

Experience:

• At least 2 years of professional experience in backend product support ad tech engineering support technical integrations or a quality assurance role in a technical environment.
• Preferred experience in SaaS environments platform-based support API-first products QA technical writing or process evaluation.
• Experience with ad tech digital advertising or marketing analytics is a plus.

Technical Skills:

• SQL & Data Analysis: Master SQL with advanced techniques like complex joins window functions CTEs subqueries aggregations and fine-tuned query optimization.
• APIs Server-Side Tracking & SDKs: Expert in working with RESTful APIs mastering HTTP methods status codes authentication techniques like OAuth and API keys as well as handling requests responses and errors seamlessly.
• API Payload Debugging (JSON / XML): Expert at troubleshooting JSON/XML API payloads by pinpointing schema errors and detecting missing or incorrect parameters with ease.
• Ads Manager Platforms: Expertise in Ads Manager platforms including Meta Business Suite Google Ads and TikTok for Business with a keen eye for evaluating the technical accuracy of support cases.
• Conversion Tracking & Attribution: Deep expertise in conversion tracking systems mastering pixel and server-side events deduplication techniques match key strategies and upholding top-notch signal quality standards.

Roles & Responsibilities:

1. Quality Review & Interaction Auditing

• Perform thorough QA evaluations of support interactionscovering tickets live chats email threads and escalation casesby carefully assessing accuracy technical correctness process compliance and communication quality against established QA standards.

2. SQL-Based Data Quality & Analytics QA

• Craft and run sophisticated SQL queries to validate data pipeline outputs ensure the integrity of conversion events cross-verify attribution data and audit the accuracy of reporting across multiple platform databases.

3. API & Integration Quality Validation

• Thoroughly review and verify API integration implementations encompassing RESTful APIs webhooks and server-side tracking setups to guarantee full alignment with platform documentation schema standards and expected behavior.

4. Conversion Tracking & Attribution QA

• Take charge of comprehensive quality validation for conversion tracking setupscovering pixel-based server-side and hybrid event architecturesto ensure data is complete deduplicated accurately and perfectly aligned with event schema standards.

5. Ads Manager & Platform QA

• Assess the quality of support interactions and technical solutions involving Ads Manager platformssuch as Meta Business Suite Google Ads TikTok for Business and othersensuring that agents utilize accurate platform expertise and adhere to established workflows.