Tech Yahoo, Service Eng Ops
Yahoo! Inc. 300 reviews - Sunnyvale, CA

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        As part of the Product Support Team (PST) within Central Technology, the Senior Production Support Engineer is responsible for supporting Yahoo!'s revenue-critical advertising platforms and products. The customers supported include Advertisers, Publishers, and internal Business teams. Candidate should be a self-starter, require minimal support for day-to-day activities and possess excellent time management and organizational skills. The ideal candidate would be a technical generalist with skills ranging from supporting production systems, networks to web development. Being a senior member in the team, you are also expected to provide training and mentoring to junior staff. You are to help your manager to answer day-to-day questions from junior team members for specific application or task.

        This is a full-time position based in Santa Clara, CA. You must be willing to work a variety of days, hours and participate in an on-call rotation.


        - BS in Computer Science or a technical field. MS a plus.

        - Working knowledge of a development and scripting language required. Java, PHP and/or Perl a plus.

        - Working knowledge of Linux operating system required. RHEL a plus.

        - Working knowledge of SQL and at least one database environment.

        - Minimum 2-3 years experience in a customer-facing technical help desk / product support environment or a MS degree with minimum 1 year of experience. Preferably in an Operations or Enterprise service center.

        - Advanced written and verbal communication skills, including the ability to effectively communicate complex issues to both technical and non-technical users.

        - Strong background in user support and familiarity with current web practices and concepts.

        - Excellent initiative, interpersonal and problem solving skills with a strong desire to learn.


        - Critically analyze operational metrics, monitoring systems and support escalations.

        - Respond to Production Support tickets from multiple domestic and international teams.

        - Prioritize issues and troubleshoot them independently while coordinating with Management, Business, Product and Engineering teams.

        - Ensure quality of service and quick resolution to all production problems across a variety of complex Yahoo! and third party technologies, applications, tools, products and services.

        - Provide expert support and product knowledge on our Search & Display Advertising products.

        - Identify areas of automation and create tools for team’s efficiency improvements.

        - Work closely with Customer Service, Sales and other Business teams on a variety of Advertiser, Partner or platform technical issues.

        - Work closely with Operations, Development, QA and Engineering teams to triage issues, make fixes, advocate problems and document technical run books, support whitepapers and procedures.


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