Level 2 Product Support Engineer

3Pillar is an AI transformation partner on a mission to help enterprises build the AI-native products and intelligent agents that will define the next era of business. With teams across North America, Europe, Latin America, and Asia, we work with the most ambitious companies in financial services, healthcare, media, and technology — helping them move faster, modernize boldly, and compete on their own terms. Our HelixAI platform and Helix Pods delivery model put our engineers at the center of real agentic transformation — doing work that is open, portable, and built to last. We are building the future of enterprise AI Key Responsibilities: Investigate, triage, and resolve complex technical issues escalated from Tier 1 support. Analyze logs, databases, and system behavior to diagnose root causes. Act as a liaison between customers, engineering, and product teams to communicate bugs, feature requests, and system behavior. Document resolutions, workarounds, and diagnostic processes to improve support workflows and knowledge sharing. Monitor key system alerts and customer tickets to proactively address platform issues. Contribute to internal tools, automation, and scripts that improve support efficiency and reduce resolution time. Advocate for customer needs and ensure timely follow-through on issues and feature enhancements. Minimum Qualifications: 4+ years of experience in technical support, DevOps with customer-facing responsibilities. Strong knowledge of Linux systems (command-line proficiency, log analysis, system debugging). Experience working in ad tech platforms such as DSPs, SSPs. Proficient in querying databases (SQL, Postgres, or MySQL). Understanding of advertising technology concepts, including ad serving, programmatic bidding, pixels, tracking, and reporting. Proven ability to manage and resolve customer issues effectively with a strong focus on customer satisfaction. Exceptional communication and interpersonal skills—you are empathetic, clear, and confident when working with customers and cross-functional teams. Ability to manage multiple priorities, work under pressure, and respond quickly in a fast-paced environment. Preferred Qualifications: Familiarity with APIs (REST/JSON), and tools like Postman for testing. Exposure to scripting or automation (e.g., Bash, Python). Experience with cloud platforms, especially Google Cloud Platform (GCP) (Compute Engine, BigQuery, Stackdriver, etc.). Experience with monitoring/logging tools such as Datadog, Grafana, or Stackdriver. What is it like working for 3Pillar Global? At 3Pillar, we offer a world of opportunity: Imagine a flexible work environment – whether it's the office, your home, or a blend of both. From interviews to onboarding, we embody a remote-first approach. You will be part of a global team , learning from top talent around the world and across cultures, speaking English everyday. Our global workforce enables our team to leverage global resources to accomplish our work in efficient and effective teams. We’re big on your well-being – as a company, we spend a whole trimester in our annual cycle focused on wellbeing. Whether it is taking advantage of fitness offerings, mental health plans (country-dependent), or simply leveraging generous time off, we want all of our team members operating at their best. Our professional services model enables us to accelerate career growth and development opportunities - across projects, offerings, and industries. We are an equal opportunity employer. It goes without saying that we live by values like Intrinsic Dignity and Open Collaboration to create cutting-edge technology AND reinforce our commitment to diversity - globally and locally. Join us and be a part of a global tech community! 🌍💼 Check out our Linkedin site and Careers page to learn more about what it’s like to be part of our #oneteam!