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Engineering Level 2 Support Analyst

Engineering Level 2 Support Analyst

Job Locations 
US-NY-New York

More information about this job


The Engineering Platform Support Analyst will be responsible for assisting Level I with issues, incidents, questions, and concerns providing a second level of triage prior to escalating to our internal engineering and development teams.  In cases where an issue is escalated, the Support Analyst will work with those teams to diagnose and debug the issue while communicating status to Level 1 and other stakeholders.


The Engineering Platform Support team leverages client support and troubleshooting skills to investigate and resolve the most technically complex issues our users face, collaborating with Product Management, Project Management, Systems Engineering, Network Engineering, Media Intelligence, Analytics, and Developer Relations. This role reports to the Engineering Support Manager.


The Engineering Platform Support Analyst will also provide technical QA and troubleshooting support, incident communications, data monitoring, and internal process documentation and will also develop monitors and alerts that will improve our operational awareness and increase the availability of our critical systems. 


The Engineering Platform Support Analyst utilizes exceptional communication, project management, analytical skills, and technical acumen to support MediaMath’s engineering platform and services.   If you have a passion for automation, driving solutions, and efficiency within a fast paced, cutting edge environment, we would love to hear from you!


  • Level II platform support for technical issues: ensuring that issues with our platform and tools are handled in a timely manner and are fully documented in our ticketing system.
  • Voice of our platform users to analyze their needs, escalating to our Product and development teams appropriately.
  • Go-to expert on our products, their expected behaviors, and key metrics, retaining the ability to make suggestions for product and process improvements.
  • Analysis of log files and system statistics, to be able to discern issues with internal workflows and platform data.
  • Troubleshooting product-specific requests including campaign performance, delivery, supply questions, scalability, and partner data integration, using code sniffers, SQL, and internal tools.
  • Product communication and updates across internal teams and within the UI on platform performance and planned system maintenance
  • Implementing systems monitoring, alerting, and oversight of recovery actions across all components of our infrastructure 
  • Refining and driving incident management and resolution processes across the Technology organization
  • Keep a pulse on industry news and trends, especially those related to MediaMath client base.


This is not an exhaustive list of responsibilities. As part of our global technology team, you may be required to be work off-hours or be on-call on a rotating basis. Other duties may be assigned, as needed. MediaMath retains the right to change job duties at any time.



  • A degree in Math, Science, MIS, Communications, or Computer Science preferred
  • 1-3 years of experience working in a client facing capacity (e.g. Help Desk, I.T., Customer Service for web based platform) within a Window/Linux terminal environment
  • Knowledge of the digital advertising landscape and understanding of programmatic advertising preferred, (e.g. ad server, trading desk, Tag management system, Publisher, exchanges, etc.)


  • Solid understanding of infrastructure, from systems administration to network operations
  • Using SQL to query large datasets (e.g. discerning trends, comparisons, etc.) to understand root cause and user impact
  • Ability to trouble shoot UI related issues via API's


  • Software development experience or sales engineering experience
  • Experience with agile software development and project management methodologies
  • Experience with programming languages (HTML, Java, JavaScript, Python, C++, Basic Shell Scripting)
  • Familiarity with web services stack


  • Great sense of humor is a +
  • Strong numerical and analytical skills
  • Excellent written communication skills and time management skills.
  • Self starter, motivated by curiosity and a passion for learning