Service Engineer/Technical Program Manager

Job Title: Service Engineer/Technical Program Manager

Location: Redmond, WA

Duration: Long-term

Worksite: Onsite

About WCT

WCT is a global talent solutions partner committed to delivering high-impact technology and engineering talent to some of the world’s most innovative companies. As a WCT employee, you’ll be part of a dynamic, growth-oriented culture that values collaboration, continuous learning, and excellence in execution.

Job Description:

We are hiring a hybrid Service Engineer/Technical Program Manager to support Advertising (Ads) with a focus on CRM workflows and Brand Agents operations. This role blends hands-on Tier 3 technical support with program ownership—driving process, tooling, stakeholder communication, and quality outcomes across complex, multi-team initiatives.

Core Responsibilities

• Own CRM-related workflows (e.g., case hygiene, field accuracy, assignment rules, SLAs) for Ads support; partner with Sales/AM teams and Support SMEs to streamline escalations.
• Support Brand Agents operations: define intake, triage, and resolution processes; coordinate cross-team dependencies; publish runbooks and KB articles.
• Provide Tier 3 support across Delivery, Advertiser API/Analytics, UET, Syndication/Publisher API, Shopping, Accounts & Billing, and related queues.
• Investigate complex technical issues using T-SQL, Cosmos scripts, and Databricks; synthesize findings into actionable RCA and customer-facing narratives.
• File and track ICMs/bugs with engineering; ensure timely resolution and by-design learnings are captured in KBs; reduce repeat incidents through prevention.
• Establish program metrics/dashboards in Excel/Power BI (e.g., SLA adherence, backlog health, trend analysis); publish regular status updates.
• Facilitate stakeholder communications across Support, Sales, Product, and Engineering; translate technical details for non-technical audiences.
• Monitor platform availability; run daily checks and coordinate incident response during high-impact events.
• Drive continuous improvement projects (automation, tooling, process changes) and manage change across global teams.

Qualifications & Skills

• BS in Computer Science, Engineering, or related field (preferred).
• 7 years combined experience across technical support, application engineering, and/or program management for online services.
• Hands-on with SOAP/REST APIs; ability to review website code (HTML/JavaScript) for tags/pixels, conversion tracking, and API integrations.
• Strong T-SQL (3 years), Cosmos scripting, and Databricks proficiency for data analysis and troubleshooting.
• Proven program management skills: backlog management, incident coordination, stakeholder engagement, documentation, and training.
• Experience with Azure or similar cloud providers; analytics and ad-tech domain exposure (Organic/Paid search preferred).
• Automation skills in C# or Python (preferred).
• Excellent written and verbal communication; ability to craft clear status, RCA, and executive summaries.
• Comfort working across remote/global teams; strong organization and attention to detail.
• Night shift readiness and weekend on-call participation.

Location & Work Arrangement

• Global support coverage; shift schedules include North America and EMEA windows.
• On-call rotation for weekends; flexibility required.

Compensation / Salary Range: The typical pay range for this role is: USD $70,000/Yearly - $85,000/Yearly. Factors that may affect pay within or outside of this range may include but not limited to geography/market, skills, education, experience, and other qualifications of the successful candidate.

Benefits: Medical, dental, Vision, Life, PTO, Holidays, 401(k) benefits and ancillaries may be available for eligible WCT employees and may vary depending on the nature of your employment.

WCT will accept applications and processes offers for these roles until the role is filled.

Equal Employment Opportunity Declaration:

WCT is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.