Overview
How You'll Make an Impact
The Platform Delivery teams play a vital role in ensuring the reliability, stability, and seamless functioning of Epsilons production systems and offerings. Central to the success of these teams is the commitment to providing exceptional customer support, epitomized by a "center of excellence" that enables a comprehensive service delivery support cycle.
This commitment is pivotal in guaranteeing a smooth user transition and persistent user satisfaction on our technology platform. By furnishing proficient onboarding assistance and consistent support, the teams amplify user engagement, surmount technical impediments and passionately advocate for user requirements.
The Customer Integration Engineer is an individual contributor role responsible for providing technical
solutions and managing technical relationships with Retail Media Network (RMN) retailer clients.
The role acts as a liaison between clients and internal Product and R&D teams, where you will lead
integrations, plus post-launch troubleshooting and debugging efforts. Our Client Integration Engineers
leverage their technical capabilities and knowledge of the RMN platform to design and deliver actionable
strategies and solutions.
The role will be responsible for collaboration with pre-sales engineering, solutions architecture, service,
engineering, and technical support resources to ensure proposed integrations include technical solutions
that accurately address customer needs, are within the capabilities of the current/future product
capabilities of the RMN platform and are appropriately supported by key customer technical decision-
makers.
What You'll Achieve
Client Integration
Lead new client integrations from a technical perspective.
Own the technical relationship for clients post-launch, aligned with their Tier.
Act as the primary point of contact during technical integrations, and secondary point of contact for troubleshooting and debugging.
Support the Client Management team when up-sell opportunities are identified.
Field and champion new Feature Requests submitted by retailers:
Liaise with internal Product and R&D teams to identify short-term workarounds and long-term scalable solutions.
Execute a global integration strategy aligned with the organization's goals.
Identify integration opportunities, assess feasibility and impact, and create a roadmap for implementation.
Allocate and manage resources and technology to support integration initiatives, ensuring efficient utilization.
Collaborate with cross-functional teams (Sales, Product, Customer Integrations, Platform, Engineering) to ensure seamless integration of systems, processes, and workflows.
Foster communication and alignment among various stakeholders.
Operational Practices
Uphold operational practices that support a future-fit model.
Maintain operational integrity across all production environments.
Service Transition to Support
Own the service transition into the Platform Operations team for technical client support post-launch.
Standardize scoping and implementation documentation collected by Client Integrations, Solutions, and Onboarding teams to ensure seamless handovers.
System Reliability
Collaborate with Engineering, Product, Delivery, and Security teams to ensure production/system reliability.
Align with Product and Engineering to understand how feature development impacts overall system performance and customer experience.
Product Knowledge
Stay current on Epsilon RMN product suite features, improvements, and roadmap.
Keep informed about industry trends in retail media, ad-tech, and advertising.
Maintain a high-level understanding of the Epsilon system components:
Reporting, Ad Serving, API Integration, Product Catalog, Ad Placements.
Possess a solid technical understanding of Epsilon Onsite and Offsite platforms, toolsets, and partner systems.
Team Membership
Act in the best interest of both the customer and the team at all times.
Foster team cohesion and build strong cross-functional relationships.
Work with internal delivery teams to ensure high-quality customer experience and efficient case resolution.
Process Improvement and Simplification
Collaborate with the SVP of Platform Operations, VP Pre-Sales, and VP Client Integrations to identify and implement process simplification strategies.
Proactively identify opportunities to enhance and simplify overall technology solutions.
Co-develop, with the SVP of Platform Operations, the "Implementation and Integration Playbook" to ensure global consistency in retailer integration from both technical and project management standpoints.
Who You Are
What You'll Bring With You:
Industry Expertise
4+ years of experience in technical roles within business-to-business, large/strategic customer segments.
Proven track record of achievements and expertise in similar roles.
Technical Proficiency
Strong understanding of integration technologies, APIs, data exchange protocols, and cloud-based systems.
Intermediate expertise in web technologies and scripting languages, including:
JavaScript, Shell, Python, HTML, SQL.
Proven experience integrating software systems through APIs.
Global Business Acumen
Understanding of global business operations and cultural nuances, especially in diverse markets.
Contract and Service Management
Experience managing commercial technology contracts, technical service-level agreements (SLAs), and key performance indicators (KPIs).
Proficiency in ITIL or similar service delivery methodologies.
Communication, Planning, and Coordination
Strong strategic planning and problem-solving skills with a focus on innovation and process improvement.
Excellent communication skills-able to engage both technical and non-technical audiences.
Proven ability to collaborate with internal and external stakeholders and manage organizational change related to customer integrations.
Essential Skills & Experience
Experience in Advertising Technology.
Proficiency in project management methodologies and tools to oversee complex integration projects.
Hands-on experience with Google Cloud Technologies:
Big Query, Google Cloud Storage, Pub/Sub, Kubernetes.
Education
Bachelor's degree or higher in Computer Science, Engineering, or a related field - or equivalent practical experience.
Click here to view how Epsilon transforms marketing with 1 View, 1 Vision, 1 Voice. (https://www.youtube.com/watch?v=xpjtfpntuv8&t=1s)
Additional Information
When You Join Us, We'll Create Something EPIC Together
Epsilon is a global data, technology and services company that powers the marketing and advertising ecosystem. For decades, we've provided marketers from the world's leading brands the data, technology and services they need to engage consumers with 1 View, 1 Vision and 1 Voice. 1 View of their universe of potential buyers. 1 Vision for engaging each individual. And 1 Voice to harmonize engagement across paid, owned and earned channels.
Epsilon's comprehensive portfolio of capabilities across our suite of digital media, messaging and loyalty solutions bridge the divide between marketing and advertising technology. We process 400+ billion consumer actions each day using advanced AI and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon has been consistently recognized as industry-leading by Forrester, Adweek and the MRC. Epsilon is a global company with more than 9,000 employees around the world.
Epsilon has a core set of 5 values that define our culture and guide us to create value for our clients, our people and consumers. We are seeking candidates that align with our company values, demonstrate them and make them meaningful in their day-to-day work:
Act with integrity. We are transparent and have the courage to do the right thing.
Work together to win together. We believe collaboration is the catalyst that unlocks our full potential.
Innovate with purpose. We shape the market with big ideas that drive big outcomes.
Respect all voices. We embrace differences and foster a culture of connection and belonging.
Empower with accountability. We trust each other to own and deliver on common goals.
Because You Matter
As an Epsilon employee, you deserve perks and benefits that put you, your family and your finances first. Our benefits encompass a wide range of offerings, including but not limited to the following:
Time to Recharge: Flexible time off (FTO), 15 paid holidays
Time to Recover: Paid sick time
Family Well-Being: Parental/new child leave, childcare & elder care assistance, adoption assistance
Extra Perks: Comprehensive health coverage, 401(k), tuition assistance, commuter benefits, professional development, employee recognition, charitable donation matching, health coaching and counseling
Epsilon benefits are subject to eligibility requirements and other terms.
Epsilon is an Equal Opportunity Employer. Epsilon's policy is not to discriminate against any applicant or employee based on actual or perceived race, age, sex or gender (including pregnancy), marital status, national origin, ancestry, citizenship status, mental or physical disability, religion, creed, color, sexual orientation, gender identity or expression (including transgender status), veteran status, genetic information, or any other characteristic protected by applicable federal, state or local law. Epsilon also prohibits harassment of applicants and employees based on any of these protected categories. Epsilon will provide accommodations to applicants needing accommodations to complete the application process. Please reach out to LeaveofAbsence@epsilon.com to request an accommodation.
For San Francisco Bay and Los Angeles Areas: Epsilon will consider for employment qualified applicants with criminal histories in a manner consistent with the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance and San Francisco Police Code Sections 4901-4919, commonly referred to as the San Francisco Fair Chance Ordinance. Applicants with criminal histories are welcome to apply.
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