Technical Support Engineer

San Francisco
Apr 09, 2013
May 09, 2013
Full Time
Technical Support Engineer at Tapjoy in San Francisco, CA

About Us:

Tapjoy is a mobile advertising and monetization platform whose unique Mobile Value Exchange model allows users to select personalized advertisements with which to engage for virtual rewards or premium content. Tapjoy helps unlock mobile joy by empowering more than one billion mobile users who choose to watch videos, subscribe to services, install applications and participate in other types of advertisements in exchange for virtual rewards they can use in their favorite apps. Tapjoy's turnkey in-app advertising platform helps developers acquire cost-effective, high-value new users and monetize their applications, while its powerful advertising marketplace lets brand advertisers reach a global mobile audience spanning more than 20,000 applications. Tapjoy is backed by top-tier investors, including J.P. Morgan Asset Management, Rho Ventures, North Bridge Venture Partners, InterWest Partners and D.E. Shaw Ventures. Headquartered in San Francisco, the company also has offices in New York, Boston, Los Angeles, Chicago, Atlanta, Santa Barbara, London, Paris, Dusseldorf, Beijing, Shanghai, Seoul and Tokyo. For more information, please visit


This Technical Support Engineer will be responsible for enabling customer success by ensuring that customer environments are integrated and go live with the Tapjoy platform within 24 hours. This is a key client-facing role that is the point-of-contact for providing post-sales solutions, resolving technical challenges and finding the answers to open issues during the integration process and ongoing account technical support. A secondary responsibility is to work closely with the Developer Relations and Sales organizations to provide pre-sales technical support to help close new customer accounts. Essential duties and responsibilities may include, but are not limited to, the following as additional roles and/or focus will be needed as the company and department continues to grow and evolve:

* Answering support tickets/requests from iOS and Android developers integrating Tapjoy's ad products
* Serve as "Subject Matter Expert" for all Tapjoy ad products internally and externally
* Assist in writing and updating Tapjoy's external developer focused documentation
* Manage and troubleshoot integration issues on an on-going basis with our partner network
* Work closely with the product, engineering and QA teams to provide customer feedback and help guide development of new products and features
* Support sales/account management teams with technical questions and issues, including demos, Q&A and sales tools
* Develop best practices in the mobile advertising and monetization space and help Tapjoy partners optimize their apps


* A technical degree from 4 year university (e.g. computer science, engineering, math, etc)
* 2 years experience in a technical support or customer service role
* Excellent written and verbal communication skills
* Solid partner management skills from a previous customer-facing role or as an engineer with external responsibilities
* Well organized with strong attention to detail
* Must be able to excel working cross-functionally, supporting multiple groups within the company
* Self-starter, someone who manages multiple projects simultaneously and drives to completion
* Flexibility, resourcefulness and the ability to thrive in a dynamic, fast-paced environment
* Experience explaining concepts over the phone and writing technical concepts for many different audiences.
* The capacity to quickly absorb new concepts and technologies

Desired Skills:

* Internet advertising and/or software company background
* Working knowledge of Objective-C and Java preferred
* Unity, PhoneGap and Adobe Air experience
* Experience in writing SQL queries

Bonus Points:

* You've developed and released an app in the iOS App Store or Google Play Store
* You've integrated Tapjoy into a mobile app in the past


* Minimal travel. Most work is conducted on the phone, via email and online
* This is a position that reports to the Business Development team, not the Engineering team

So...why would you want to work for Tapjoy?

The real question is...why wouldn't you?

* We are a small company doing very big things
* We value innate intelligence, the curiosity to learn more, and the ability to solve problems - and we provide a ton of autonomy in which to do this
* The mobile app space is a large opportunity and will continue to grow. We've done well so far and we clearly see where we need to go - and now we need your help to get there