Second Line Support Engineer

Permanent employee, Full-time · Stockholm

Role overview

As a Second Line Support team member, you will work to provide support to TradeDoubler's markets across Europe, working with a Tech Hub of our First Line Support team. Your job is to resolve support issues via email, informing First Line Support in their respective markets. 
We think you have a proactive mindset and like to work independently with a drive to always improve the quality of our support and the process.
In the role you will need good knowledge of our system and work closely with operations, Java- and database developers. You are involved in ongoing projects for the improvement and streamlining of support work from First Line Support to Third Line Support.

We offer a stimulating work environment with varying work tasks which you greatly influence. The work environment is creative and collaborative and our flat organizational structure with strong international atmosphere promotes communication and sharing of ideas. We offer an environment where the business is important, but enjoyment and balance of life is encouraged and recognized. You will work in an environment that supports your individual growth.
Main Responsibilities
  • Create, run and optimize SQL queries against a live database
  • Communicate with our Tech Hub and Product team to help on issue prioritisation and escalation.
  • Support colleagues with product related technical queries
  • Generate custom reports for clients using SQL queries
  • First line of analysis for bug reporting
  • Advice to clients on best practice, creation of new documentation where necessary
  • Preparing and perform training/coaching sessions
  • Be responsible for undertaking project work across the team – participation in reference groups, training and testing on new functionality etc.
Your profile
Professional skills
  • Strong SQL knowledge
  • Excellent troubleshooting skills on system problems in order to locate bugs
  • Strong understanding of HMTL, XML, XSL, API, JSON, CSV
  • Understanding of a programming language such as Java, JavaScript, PHP is beneficial
  • Basic understanding of affiliate marketing and features/products linked to this business
  • Experience of working in a client support role
  • Knowledge of principal networking protocols
  • Knowledge of Oracle, JIRA, GitHub, Grafana, Postman, CLI Tools (e.g. git, linux/shell) is a plus
  • Excellent written and verbal communication in English
Personal qualities 
  • You act, are self-driven and are used to share your knowledge with others. 
  • You like to think outside the box and contribute with innovative ideas.
  • Likes to solve problems and has an analytical thinking is very important in this role
  • A friendly and approachable attitude 
  • Result driven

Why us?
Working at Tradedoubler is stimulating, challenging and fun. We pride ourselves in offering an environment where everyone can contribute and make a difference to the success of our business. Our employees come from all over the world, producing a culturally diverse environment where creativity, communication and idea sharing are highly valued.
We recognise that our employees are the key to our success and with this in mind we offer competitive salaries and benefits as well as the opportunity for every employee to grow with us
About us
Tradedoubler was founded in November 1999 by Felix Hagnö and Martin Lorentzon in Stockholm. In addition to its headquarters in Sweden, Tradedoubler has 13 other branches in several countries and operates worldwide in over 80 countries. Tradedoubler AB has been listed on the Stockholm Stock Exchange since 2005. Tradedoubler is a leading international performance marketing company that delivers results through expertise, high-quality traffic, and technology. We bring advertisers and publishers together worldwide and support their growth across all performance marketing channels. More than 2,000 brands and over 180,000 publishers work with Tradedoubler. In addition to traditional affiliate marketing, Tradedoubler offers other performance marketing solutions that cover the entire customer journey. Tradedoubler's product portfolio includes the influencer platform Metapic, app marketing (Appiness), lead generation (LeadsLab), and the proprietary coupon website Copacoupona.
We are looking forward to hearing from you!
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