Technical Advisor Level 2

**Piano Overview**

Piano is a fast-growing enterprise SaaS company with operations in Bratislava, Philadelphia, New York City, Buenos Aires, Amsterdam, London, Oslo, Paris, Berlin, Singapore, Tokyo, and elsewhere globally. We provide enterprise software and strategic services to the world’s leading media companies, including NBC Universal, the Economist, Dow Jones, BBC, Techcrunch, Bloomberg, Le Parisien, Gannett, Mainichi Shimbun, and more than 400 other clients. The company is now aggressively moving into other industries outside of media. Our software and services enable these companies to create customized digital experiences for users, restrict and sell access to content online, and analyze user behavior in order to drive engagement, loyalty, and revenue.

**Position Overview**

Our Client Technology team in Bordeaux is growing and we are looking for talented people who are interested in working in an international software company that is global leader in the content monetization industry.

Level 2 Technical Advisor will be primarily responsible for ensuring that clients across the globe who have signed up with Piano, experience the highest and most professional level of support for their needs.

**Responsibilities**:

- Manage second level technical questions, requests and other needs from clients, Investigate, diagnose and resolve tickets that cannot be fixed at the previous level
- Work directly with other teams and the client to identify and replicate technical issues and propose possible workarounds
- Performs sufficient testing to ensure that the introduced solution have fixed the client’s issue
- Coordinate special technical requests with the development team
- Identify and communicate opportunities for improvement in publishers’ implementations of Piano solutions
- Identify, track, and document solutions for common client needs, requests and questions
- Write solutions inputs to our technical documentation team
- Prepare playbooks for standard issues
- Ensuring technical queries not progressing are escalated

Here are some examples of work that you will be doing:

- Publisher's paywall is not displayed to user on their live website and all users can now read articles for free - use your knowledge of web technologies, Javascript, HTML, CSS to investigate what is happening
- Publisher would like to enable custom subscription flow for the users, Piano doesn't offer this flow out-of-the-box, think out of the box and:

- Help clients tweak how their subscription offers look like (using HTML, CSS) and customize the functionality using your knowledge of Angular and Javascript
- Investigate in our multiple databases & logs (using your knowledge of SQL) why the user's subscription failed.
- Export, modify and import user data in bulk using your knowledge of SQL & bash scripting
- Use your knowledge of any backend web programming language (Python, Java, PHP..) to investigate publisher's issues with identity management (e.g. users not being able to login to website)

**Job Requirements & Skills**:

- Experience with HTML, CSS and JavaScript is a must
- General understanding and knowledge of web technologies and related problem-solving tools for front end based web technologies
- Incident management process knowledge is a benefit
- Motivation to constantly improve your technical knowledge
- You are not afraid to experiment and propose new solutions and ideas
- You enjoy solving technical issues and communicate them
- Ability to solve problems dynamically, creatively and with patience
- Detail-orientated and able to manage several tasks at once
- Excellent writing skills
- Strong interpersonal and communication skills including a firm and patient demeanor
- Fluent level of English - written and spoken / anther language is big advantage (German, Spanish)