Senior Ad Product Quality Analyst

Quick Facts

Ad Product Quality Analyst role focused on improving the quality of Snapchat’s advertising monetization by troubleshooting customer-impacting issues across web and mobile, and driving data-informed product improvements.

Description

As an Ad Product Quality Analyst, you will grow Snapchat’s advertising business by solving tough customer challenges and identifying opportunities to improve the quality of monetization product offerings. You will troubleshoot, triage, and resolve technical issues, support client-facing escalations, document processes, and build scalable tools and dashboards for frontline support. You will also analyze ads product usage and stability, recommend fixes, and perform pre-release QA and UAT to prevent customer disruption.

Responsibilities

• Troubleshoot Snap’s web-based advertising platform and mobile app to reproduce client-impacting issues and pinpoint the cause for quicker resolutions
• Use technical skills and product expertise to triage, investigate, and resolve technical issues preventing customers from succeeding on the ads platform
• Join client-facing calls to resolve technical issues
• Write technical product and process documentation
• Organize training sessions
• Build scalable tools and dashboards enabling frontline support teams to assist customers encountering challenges
• Maintain a backlog of software bugs and product improvements and prioritize the most impactful open issues with Product and Engineering
• Partner with Product Marketing, Sales, and Support to collect customer feedback and identify opportunities to improve products
• Derive quantitative and qualitative insights into ads products usage, systems stability, and customer experience
• Produce trend analyses of common customer pain points with actionable recommendations
• Perform pre-release QA and UAT to ensure releases and updates work as intended

Requirements

• Bachelor’s Degree in engineering, mathematics, a technical field or related areas of study (or equivalent years of practical work experience)
• 5+ years post-grad industry experience in digital advertising operations, analytics, or a related field; OR Master’s degree in a relevant field and 4+ years of relevant industry experience
• Experience troubleshooting & resolving customer issues related to ad tech products and platforms

Benefits

• Paid parental leave
• Comprehensive medical coverage
• Emotional and mental health support programs
• Compensation with base salary ranges by pay zone (US): Zone A $118,000-$176,000; Zone B $112,000-$167,000; Zone C $100,000-$150,000
• Equity in the form of RSUs

Qualifications (Preferred)

• Expert troubleshooting front- and back-end web applications
• Experience sizing the impact of client-facing issues and setting priority
• Experience working with large data sets using SQL and Python; producing practical insights via Looker or Tableau
• Excellent verbal and written communication skills with high attention to detail
• Expert project management skills, identifying problem areas, designing solutions, and driving to completion
• Experience with agile product development lifecycle using Jira (or similar)
• Proficient use of G Suite (Gmail, Google Docs, Google Sheets, etc.)