Support Engineer

The Trade Desk is transforming the way global brands and their agencies connect with audiences around the world. Our media‑buying platform helps advertisers deliver more relevant, meaningful experiences for consumers while setting a new standard for global reach, accuracy, and transparency in digital advertising.

Founded by pioneers of real‑time bidding (RTB), The Trade Desk has grown into one of the world’s leading demand‑side platforms (DSPs). Our technology integrates with every major advertising exchange and processes trillions of requests each month at massive scale, all while delivering responses in single‑digit milliseconds. We operate at the intersection of big data, distributed systems, and real‑time decisioning—pushing the limits of performance, reliability, and scale.

We’re looking for a Support Engineer to partner closely with our Business, Technical Account Management, and Engineering teams to deliver exceptional API and technical support to our Enterprise clients. This role is ideal for someone who enjoys working with complex systems, thrives in ambiguity, and is motivated by solving challenging problems at scale. You should have a strong foundation in web technologies, experience troubleshooting JSON‑based REST and GraphQL APIs, and the adaptability to navigate and simplify complexity.

Key Responsibilities

The Support Engineer will ensure Enterprise clients are supported effectively by focusing on the following areas:

1) Identify emerging trends and recurring issues to prevent customer-impacting incidents before they occur. Partner with Engineering and Technical Account Managers (TAMs) to provide actionable feedback that improves error handling, API responses, and external documentation while enabling developers to diagnose and resolve issues independently.

2) Continuously improve internal support processes, including monitoring, alerting, and escalation mechanisms, to ensure critical issues are detected and addressed quickly. Lead deep technical investigations to identify root causes and produce clear, high-quality internal troubleshooting documentation to improve resolution speed and consistency across the support organization.

3) Collaborate closely with client-facing teams, engineering, and product stakeholders to ensure API changes and platform updates are introduced smoothly for both internal teams and external customers. Work effectively with a global support organization to share knowledge, align on best practices, and deliver a consistent Enterprise support experience.

Who We’re Looking For

We’re looking for someone who is passionate about innovative technology and brings both strong existing technical skills and the curiosity to continuously learn as there’s no shortage of new challenges and technologies here. You’re comfortable operating at the intersection of customer-facing and technical teams, acting as a trusted mediator to help drive resolution on high‑priority, complex technical issues.

This role offers meaningful opportunities for growth, whether you prefer to deepen your impact as an individual contributor or move into a leadership path within the Support organization or the broader company.

What You’ll Do

• Serve as a key technical and troubleshooting partner to the Technical Account Management (TAM) team, who advise Enterprise clients, inventory and publisher partners, data partners, and ecosystem vendors on integrations leveraging our REST and GraphQL (GQL) APIs.
• Drive proactive troubleshooting initiatives focused on issue prevention, not just reactive resolution, including API QA testing, validation, and early identification of integration risks.
• Write ad hoc SQL queries to investigate client-reported issues, validate data integrity, and identify broader behavioral or systemic patterns.
• Monitor and manage cases in the company’s ticketing system, responding to, troubleshooting, and resolving technical issues escalated by TAMs and other internal teams related to API usage and platform behavior.
• Own support cases end-to-end, including cross-functional collaboration and escalation to Engineering, Product, and other teams when deeper investigation or remediation is required.
• Accurately track and document time, effort, and work performed per case or project using Salesforce to ensure reliable reporting, capacity planning, and operational visibility.
• Improve internal support processes by increasing issue visibility for API users and internal stakeholders, and by enhancing monitoring and alerting for high‑priority or customer-impacting issues.
• Contribute to and maintain high-quality internal and external knowledge base content to improve consistency, efficiency, and self-service outcomes.
• Coordinate and deliver in-depth training on Support tools, processes, and best practices to strengthen the overall capability of the Support organization.
• Identify gaps or inefficiencies within the business and lead initiatives or projects to implement scalable, long-term solutions.
• Participate in a light on-call or after-hours support rotation as needed.

Required Qualifications

• Bachelor’s degree from a four‑year university or equivalent practical experience.
• 4–6 years of relevant experience in Technical Support and/or Application Support, with strong hands-on experience monitoring and troubleshooting APIs.
• Deep curiosity for understanding how systems work, particularly modern technology platforms and their underlying frameworks.
• Exceptional troubleshooting, analytical, and problem‑solving skills, with the ability to diagnose complex, multi‑system issues.
• Ability to prioritize effectively and collaborate cross‑functionally in a fast‑paced, complex, and growing environment.
• Mid‑level to advanced experience with databases, SQL, and APIs, including:
• Writing queries to retrieve and analyze records
• Understanding underlying data structures
• Troubleshooting JSON payloads and REST and GraphQL (GQL) APIs
• Experience managing complex datasets, identifying trends, and performing comparisons across multiple data sources.
• Proven ability to work both independently and collaboratively, taking ownership of work while aligning with and contributing to the success of a global support team.
• Strong team orientation, including leading knowledge‑sharing sessions and training to support the growth of junior team members.

 

Additional Qualifications

• Experience with programming or scripting languages such as HTML, Python, Java, or JavaScript.
• Knowledge of the advertising technology industry.
• Multilingual capabilities - LI-TP1

The Trade Desk does not accept unsolicited resumes from search firm recruiters. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of The Trade Desk. The Trade Desk is an equal opportunity employer. All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.