Technical Support Engineer (Tier 3, Web API, T-SQL, PowerBI, Azure)

Job Title: Technical Support Engineer (Tier 3)

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 seeking an experienced Service Engineer to provide Tier 3 technical support for the Ads platform. This role partners closely with Account Management and internal Ads partner teams to resolve complex escalations quickly and accurately, drive root-cause analysis, and improve platform quality through data-driven insights.

Core Responsibilities

• Provide Tier 3 technical support for the Ads platform via phone, tickets, email, and Teams (excludes public 1:many channels).
• Work across all ticket types: Delivery, BSC, Editorial, Advertiser API, Analytics, Ads Editor, UET, Campaign Management, Optimization, Syndication/Publisher API, Product Ads/Shopping, Accounts & Billing, UCMT/UCMA, and others as they evolve.
• Troubleshoot medium-to-high complexity issues with deep technical investigation; deliver high-quality solutions within agreed SLAs.
• Author and execute T-SQL queries; write custom Cosmos scripts; leverage Databricks to interpret large datasets and debug issues.
• Review E2FTE parent tickets for accuracy/completeness; improve client communications and case quality.
• Analyze and visualize large datasets from internal tools/logs using Excel and Power BI.
• File high-quality ICMs (incidents/bugs) at speed; ensure resolutions are understood and RCA captured. Minimize by-design ICMs via KB updates.
• Partner with Global Support teams such as NQP and Tech Solutions to remove client blockers.
• Provide status reporting on tickets worked, cycle time, and quality checks.
• Create and maintain troubleshooting guides and product documentation in the support knowledge base.
• Collaborate with peers for knowledge sharing and troubleshooting assistance.
• Analyze ticketing trends to drive feature improvements and highlight systemic issues to SMEs.
• Monitor Ads platform availability through regular daily checks.

Qualifications & Skills

• BS in Computer Science, Engineering, or related technical discipline (preferred).
• 5–7 years in technical support or software development for high-volume online services; Tier 3 experience preferred.
• Organic & Paid search experience; practical experience running systems on Azure or similar cloud providers.
• 2 years with web API technologies: SOAP, JSON, XML.
• 2 years automation experience in C# or Python (preferred).
• Minimum 3 years using T-SQL, including complex joins and stored procedures.
• Advanced problem-solving; strong customer service orientation.
• Experience with Excel, Outlook, Power BI, and Microsoft 365 tools.
• Ability to analyze and visualize large datasets.
• Excellent English communication (verbal and written) across stakeholder levels; familiarity with NA and EU cultures and brands.
• Collaborates effectively across remote/virtual teams; works independently and within groups; strong documentation skills.
• Willingness to work night shifts and weekend on-call as required; embraces change and continuous learning.

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.