Role Title: Advanced Technical Support
ECLARO: A quick Summary ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E® Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.
Key Responsibilities:- Serve as the first point of contact for clients via live chat, email, and ticketing systems, ensuring quick response and resolution times.
- Troubleshoot and guide clients for platforms like TikTok Pixel setup or the likes, Events API integration, and SDK implementation for accurate conversion tracking.
- Analyze API request/response logs and debug server-side events to ensure seamless data flow and campaign attribution.
- Write and execute SQL queries to extract campaign performance data, diagnose tracking discrepancies, and build troubleshooting reports.
- Work with backend engineering teams to identify root causes of API or integration failures, providing detailed logs and error analyses.
- Support server-to-server (S2S) event tracking integrations and troubleshoot data mapping or payload issues.
- Collaborate with product managers and developers on bug escalations, feature requests, and integration improvements.
- Assist clients in campaign performance optimization using insights from pixel data, attribution reporting, and event diagnostics.
- Document integration workflows and common technical fixes, and create reusable troubleshooting guides for internal and client use.
- Use automation tools like Zapier or custom scripts to support integration workflows when applicable.
- Participate in QA testing for new product features related to tracking, APIs, and backend integrations before rollout.
Qualifications:- Bachelor's degree in Computer Science, Software Engineering, Information Systems, or a related technical field.
- 2-4 years of experience in backend product support, ad tech engineering support, or technical integrations (BPO or SaaS support preferred).
- Strong SQL expertise for data analysis, debugging, and reporting tasks.
- Proficiency with APIs, server-side event tracking, webhooks, and SDK implementations.
- Experience with TikTok Ads Manager or similar platforms like Facebook Ads or Google Ads.
- Ability to read and debug API payloads (JSON/XML) and understand API documentation.
- Solid understanding of conversion tracking, attribution models, and marketing analytics.
- Excellent problem-solving and communication skills for cross-functional collaboration with clients, engineering, and product teams.
What We Offer:- Competitive salary and benefits package
- Opportunities for career growth and development
- Supportive and dynamic team environment
- Continuous training to enhance your skills
If you are passionate about providing top-notch customer service and are eager to grow in the financial services industry, we encourage you to apply!
