Senior Support Engineer

About Cardlytics

Remember that time you got cash back on a cup of coffee through your banking app? That was us

Cardlytics (NASDAQ: CDLX) is the industry-leading purchase intelligence and incentives platform. We are a product-driven company that cares about three things: our people, our customers, and our partners. Together, we make commerce more rewarding for everyone by helping businesses attract, understand, and incentivize consumers through their banks' digital channels.

Senior Support Engineer

Location:
Taipei office (Hybrid, 2-3 days per week)

Work Hours:
10am-7pm Taiwan Time

About The Team

Cardlytics is building an exciting engineering hub in Taiwan to drive new levels of innovation and performance in our global technology organization. As part of this fast-growing team, you'll work alongside talented, collaborative colleagues who are passionate about solving complex challenges and delivering value at scale. Our Taiwan office is a critical part of Cardlytics' future, contributing directly to the success of our products and the satisfaction of our customers worldwide.

About The Position

As a Support Engineer, you will play a key role in ensuring the stability and performance of the Cardlytics Rewards Platform. You'll independently troubleshoot and resolve support tickets, manage complex technical issues, and provide both first- and second-level support for our software, hardware, and network systems. This role involves monitoring system health, maintaining meticulous documentation, collaborating closely with product teams, and communicating updates to customers. You'll also have opportunities to develop training materials and preventive maintenance routines, all while applying best practices in security and compliance.

Job Responsibilities

• Issue Resolution: Independently handle and resolve customer support tickets, addressing moderate technical issues with Cardlytics Rewards Platform.
• Technical Support: Provide both first and second-level support, diagnosing and resolving software, hardware, and network issues.
• Documentation: Maintain detailed records of troubleshooting steps and customer interactions.
• Escalation Management: Escalate complex issues with thorough documentation and analysis.
• System Monitoring: Oversee system performance and manage reports on any downtime or disruptions.
• Customer Communication: Manage communication with customers regarding issue status and updates.
• Feedback Loop: Collaborate with product teams to relay customer feedback and suggest improvements.
• Training and Guidance: Develop comprehensive help guides and training materials for users and internal staff.
• Preventive Maintenance: Conduct regular preventive maintenance to ensure optimal system performance.
• Compliance and Security: Adhere strictly to data security and privacy policies.

Technical Expectations

• Advanced Technical Proficiency: Strong understanding of relevant software, hardware, and network systems.
• Solid Troubleshooting Skills: Skilled in diagnosing and resolving a range of technical issues.
• Proficiency in Operating Systems: Well-versed in multiple operating systems such as Windows, macOS, and Linux.
• Networking Knowledge: Good understanding of advanced networking concepts.
• Scripting and Automation: Capable of creating scripts for automation and efficiency.
• Database Management: Proficient in database management and troubleshooting.
• Application Support: Experienced in supporting and troubleshooting key applications.
• Security Practices: Knowledgeable in advanced cybersecurity measures.
• Cloud Technologies: Competent with various cloud services and infrastructures, including AWS and Databricks.
• Tools and Technologies: Skilled in using advanced support tools and technologies, including but not limited to Datadog, AWS CloudWatch, Sumo Logic, Databricks, and Amazon Athena for monitoring, logging, and analytics.

Technical Environment

We primarily use macOS and Google Workspace (Docs, Sheets, Slides). While our preferred platform is macOS, we support both macOS and Windows. Familiarity with or willingness to work within this environment is required.

Core Values

Our shared values are the driving force behind everything we do. Across all roles, we are looking for teammates who embody these values:

• Customer and partner first
• Act with urgency and focus
• Integrity with our partners and data
• Accountability even when challenged
• Empowerment over hierarchy
• Growth over comfort

Benefits And Perks

• Generous annual leave starting at 15 days, plus comprehensive sick, compassionate, and parental leave options
• Rich supplemental health insurance, paid 100% by the company
• Robust peer recognition program
• Quarterly company-wide achievement celebrations and CEO recognition awards
• Free Calm app subscription to support mental wellbeing
• Premium in-office amenities, including complimentary lunches and monthly milestone celebrations

As an equal opportunity employer, Cardlytics is committed to diversity, equity, and inclusion. Our people bring our products and organization to life, and every unique perspective makes us better. If you can do the job and you're excited about growing with us as we scale our best-in-class advertising platform, we'd love to hear from you. If you need accommodation in the recruiting process due to a disability, please email or inform your recruiter.