Helpdesk Customer Support - Quality Analyst

Qualifications:

• Bachelor's 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 interactions-covering tickets, live chats, email threads, and escalation cases-by 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 setups-covering pixel-based, server-side, and hybrid event architectures-to 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 platforms-such as Meta Business Suite, Google Ads, TikTok for Business, and others-ensuring that agents utilize accurate platform expertise and adhere to established workflows.