Product Support Engineer
CriteoWhat You'll Do:
The Support Engineering team plays a critical role in ensuring the stability and reliability of Criteo’s platform. We partner closely with internal support teams to resolve complex product issues, and act as a key connection point between Support, Product, and Engineering.
As a Level-2 Product Support Engineer, you'll act as the bridge between Level-1 support teams (Customer Support and Field Engineering teams) and Criteo’s Engineering and Product teams. You will own complex investigations, resolve escalations, and contribute to continuous improvements in product quality and support processes.
Responsibilities:
· Serve as point of escalation for technical issues raised by L1 support teams related to our solutions.
· Address and resolve complex customer inquiries regarding product functionality, technical issues, and suspected bugs.
· Collaborate with Level-1 support to fully understand the context and history of each issue.
· Utilize in-depth product knowledge to effectively diagnose and troubleshoot problems.
· Provide workarounds or permanent solutions or escalate unresolved issues to Level-3 or specialized teams as necessary.
· Contribute to internal knowledge base, including FAQs, troubleshooting guides, and support best practices.
· Empower Level-1 support by coaching and sharing expertise and up-to-date information to promote self-service.
· Stay informed about product enhancements, new features, recurring issues, and bug fixes.
· Collaborate with Engineering and Product to provide feedback on recurring issues and influence product improvements.
· Engage in cross-functional training sessions to refine your own skills.
· Lead cross-functional projects aimed at optimizing and enhancing support workflows, tools, and procedures.
Who You Are:
· 3+ years of experience in technical support (or equivalent technical role).
· B.S. or M.S. in Computer Science, or a related field, or equivalent experience.
· Proficiency in HTML, JavaScript (reading and understanding code), and REST APIs.
. Proficiency in SQL : read and understand SQL queries, develop and execute simple queries for data retrieval
· Experience in diagnosing and solving complex technical issues.
· Ticketing system experience : JIRA or similar for issue tracking and workflow
· Excellent communication skills in English, both oral and written. Develop knowledge base documentation, deliver training sessions.
· Experience in an international and cross-functional working environment.
· Strong ownership & accountability mindset and ability to manage multiple concurrent investigations
· Adaptable to a rapidly changing environment and a proactive self-learner.
· Additional technical skills in web, database, networking technologies, Python and data visualization are a plus
We acknowledge that many candidates may not meet every single role requirement listed above. If your experience looks a little different from our requirements but you believe that you can still bring value to the role, we’d love to see your application!
Who We Are:
Criteo is a leader in commerce media, helping brands, agencies, and publishers create meaningful consumer connections through AI-powered advertising solutions. We’re shaping a more open and sustainable digital future for advertising.
At Criteo, our culture is as unique as it is diverse. From our offices across the globe or from the comfort of home, our 3,600 Criteos collaborate together to build an open, impactful, and forward-thinking environment.
We foster a workplace where everyone is valued, and employment decisions are based solely on skills, qualifications, and business needs—never on non-job-related factors or legally protected characteristics.
What We Offer:
🏢 Ways of working – Our hybrid model blends home with in-office experiences, making space for both.
📈 Grow with us – Learning, mentorship & career development programs.
💪 Your wellbeing matters – Health benefits, wellness perks & mental health support.
🤝 A team that cares – Diverse, inclusive, and globally connected.
💸 Fair pay & perks – Attractive salary, with performance-based rewards and family-friendly policies, plus the potential for equity depending on role and level.
Additional benefits may vary depending on the country where you work and the nature of your employment with Criteo.