Lead Product Support Engineer

Job Description:

The Client Support Analyst is responsible for supporting our clients Loyalty Programs postlaunch within our proprietary loyalty platform. This role serves as a technical point of contact for issue triage troubleshooting platform configuration and configuration quality control with a strong emphasis on SQLbased data validation API testing via Postman and applicationlevel debugging in Ruby.

This role partners closely with Client Services Business System Analysts Product and Engineering to ensure platform stability data integrity and correct client configuration across environments.

• Serve as frontline technical support for assigned client platforms and production environments.
• Triage incoming support requests incidents and defects; assess severity scope and client impact.
• Communicate clearly with internal teams and client stakeholders regarding issue status findings and resolution.

• Support platform configuration work including setup updates and adjustments based on client requirements and approved designs.
• Perform configuration quality control (QC) to ensure platform settings align with documented requirements and expected behavior.
• Validate configuration changes using data checks API testing and functional verification.
• Identify and resolve configurationrelated defects prior to or after production deployment.

• Use SQL to investigate data issues validate configurations and confirm expected system behavior.
• Analyze logs and system behavior to identify root causes of defects or unexpected outcomes.
• Support troubleshooting and debugging efforts in Rubybased systems partnering with Engineering as needed.
• Use Postman to test and validate APIs event flows and payloads during configuration verification and issue investigation.

• Create clear actionable tickets including reproduction steps configuration details query results and supporting evidence.
• Validate fixes and configuration updates in staging or production before closure.
• Support releases hotfixes and postdeployment configuration validation.

• Identify recurring configuration or data issues and recommend preventative improvements.
• Maintain and contribute to configuration documentation runbooks and support guides.
• Assist with monitoring alert review and proactive identification of configuration risks.

• Work closely with Client Services BSAs Product and Engineering teams.
• Participate in client transitions and configuration knowledge transfer to ensure continuity of support.
• Balance responsiveness with appropriate escalation and prioritization.

• 24 years of experience in a technical support application support or analyst role.
• Strong SQL proficiency for data validation troubleshooting and configuration QC.
• Experience supporting or working within Rubybased applications.
• Handson experience using Postman (or similar tools) for API testing and validation.
• Experience performing platform configuration and configuration QA/QC for clientfacing systems.
• Familiarity with ticketing systems (e.g. Jira).
• Strong written and verbal communication skills with the ability to explain technical findings to nontechnical stakeholders.
• Ability to manage multiple issues and configuration efforts simultaneously.

• Experience supporting loyalty marketing or datadriven platforms.
• Exposure to eventbased systems batch jobs or scheduled processes.
• QA or testing experience particularly validating configuration accuracy.
• Experience working in Agile or SDLC environments.
• Comfort working with geographically distributed teams.

• Platform configurations are accurate consistent and thoroughly QCd.
• Data and API validations quickly confirm correct system behavior.
• Issues are clearly documented with strong technical context.
• Configurationrelated incidents decrease over time.
• The support team is trusted to handle both diagnosis and correction not just escalation.

At dentsu we believe great work happens when were connected. Our way of working combines flexibility with in-person collaboration to spark ideas and strengthen our teams. Employees who live within a commutable distance of one of our hub offices currently located in Chicago metro Detroit Los Angeles and New York City are required and expected to work from the office three days per week (two days per week for employees based in Los Angeles). Dentsu may designate other Hub offices at any time. Those who live outside a commutable range may be designated as remote depending on the role and business needs. Regardless of your work location we expect our employees to be flexible to meet the needs of our Company and clients which may include attendance in an office.

The annual salary range for this position is $94000 - $152662. Placement within the salary range is based on a variety of factors including relevant experience knowledge skills and other factors permitted by law.

Benefits available with this position include:

• Medical vision and dental insurance
• Life insurance
• Short-term and long-term disability insurance
• 401k
• Flexible paid time off
• At least 15 paid holidays per year
• Paid sick and safe leave and
• Paid parental leave.

Dentsu also complies with applicable state and local laws regarding employee leave benefits including but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act in accordance with its plans and policies. For further details regarding Dentsu benefits please visit .

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