Helpdesk Customer Support - Quality Analyst

Qualifications:

• Bachelor's degree in Computer Science, Software Engineering, Information Systems, or a related technical discipline.
• Equivalent hands-on technical experience in a QA, support engineering, or ad tech role will be considered alongside formal education.

Experience:

• At least 2 years of professional experience in backend product support, ad tech engineering support, technical integrations, or a quality assurance role in a technical environment.
• Preferred experience in SaaS environments, platform-based support, API-first products, QA, technical writing, or process evaluation.
• Experience with ad tech, digital advertising, or marketing analytics is a plus.

Technical Skills:

• SQL & Data Analysis: Master SQL with advanced techniques like complex joins, window functions, CTEs, subqueries, aggregations, and fine-tuned query optimization.
• APIs, Server-Side Tracking & SDKs: Expert in working with RESTful APIs, mastering HTTP methods, status codes, authentication techniques like OAuth and API keys, as well as handling requests, responses, and errors seamlessly.
• API Payload Debugging (JSON / XML): Expert at troubleshooting JSON/XML API payloads by pinpointing schema errors and detecting missing or incorrect parameters with ease.
• Ads Manager Platforms: Expertise in Ads Manager platforms including Meta Business Suite, Google Ads, and TikTok for Business, with a keen eye for evaluating the technical accuracy of support cases.
• Conversion Tracking & Attribution: Deep expertise in conversion tracking systems, mastering pixel and server-side events, deduplication techniques, match key strategies, and upholding top-notch signal quality standards.

Roles & Responsibilities:

1. Quality Review & Interaction Auditing

• Perform thorough QA evaluations of support interactions—covering tickets, live chats, email threads, and escalation cases—by carefully assessing accuracy, technical correctness, process compliance, and communication quality against established QA standards.

2. SQL-Based Data Quality & Analytics QA

• Craft and run sophisticated SQL queries to validate data pipeline outputs, ensure the integrity of conversion events, cross-verify attribution data, and audit the accuracy of reporting across multiple platform databases.

3. API & Integration Quality Validation

• Thoroughly review and verify API integration implementations — encompassing RESTful APIs, webhooks, and server-side tracking setups — to guarantee full alignment with platform documentation, schema standards, and expected behavior.

4. Conversion Tracking & Attribution QA

• Take charge of comprehensive quality validation for conversion tracking setups—covering pixel-based, server-side, and hybrid event architectures—to ensure data is complete, deduplicated accurately, and perfectly aligned with event schema standards.

5. Ads Manager & Platform QA

• Assess the quality of support interactions and technical solutions involving Ads Manager platforms—such as Meta Business Suite, Google Ads, TikTok for Business, and others—ensuring that agents utilize accurate platform expertise and adhere to established workflows.