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Technical Customer Support Engineer

AdGear (belonging to the Samsung Ads business), is an advanced Advertising Technology Company located in the heart of downtown Montreal. AdGear/Samsung Ads focuses on enabling brands to connect with Samsung TV audiences as they are exposed to digital media across all devices. Being part of an international company such as Samsung and doing business around the world means that we get to work on big complex projects with stakeholders and teams located around the globe. 

Samsung Ads is an advanced advertising platform where advertisers find and connect with audiences across over 100M Samsung Households around the world. Samsung Ads delivers high-quality audience targeting powered by three key components: first-party audience data at scale, world-class data science, and brand-safe cross-device ad inventory. Using our data, insights, and scale, we help advertisers reach consumers across CTV, our native apps, mobile and desktop. With Samsung Ads, advertisers can buy the way they want, reach who they need, and prove business results.

Our purpose is to deliver unparalleled results for our customers. By using the industry’s most comprehensive data to build the world’s smartest connected audience platform, Samsung Ads is uniquely positioned to transform the advertising landscape. We deliver on Samsung Electronics’ 51-year commitment to excellence through smart, easy, effective advertising solutions to make advanced video advertising work.



  • Analyze and solve problems at their root, stepping back to understand the broader context
  • Establish, meet and monitor SLAs for support issues in conjunction with the rest of the teams
  • Interface with customers, understanding their requirements and delivering complete data solutions
  • Triage many possible courses of action in a high-ambiguity environment, making use of both quantitative analysis and business judgment
  • Address and effectively manage sensitive issues and manage escalations from business teams
  • Build and maintain effective internal relationships, specifically with Engineering, Site Reliability Engineering, Client Support Managers and Ad Operations to help identify, report, and resolve issues quickly
  • Get into the details of the various issues that could occur and troubleshoot the data processing big data jobs, tracing requests by analysing logs, figuring out if the issue is a software issue or data issue.
  • Learn and understand a broad range of Amazon’s data resources and know when, how, and which to use and which not to use



  • Bachelor degree in CS/IT or related field
  • 3+ years’ experience in SQL development
  • 3+ years’ experience in data modelling, ETL and Data Warehousing
  • 3+ years’ experience in designing and developing solutions on AWS platforms
  • Experience with Service Desk, ZenDesk or other support platforms
  • Experience with Big Data technologies such as Hive/Spark
  • Experience with Linux scripting
  • Ability to work in a fast paced environment where ambiguity is the norm
  • Effective Problem solving skills with focus on unblocking the customer and planning for longer term remediation measures
  • Organized and process-oriented with ability to drive resolutions working with multiple groups
  • Strong interpersonal skills with a customer success orientation (i.e., patience and calm under the pressure of solving a real time customer issues)
  • Strong written and verbal communication skills. Excellent ability to present complex technical information in a clear and concise manner to a variety of audiences, including non-technical
  • Experience with Redshift and Snowflake a big plus
  • Ad-Tech domain experience is a plus
  • Experience as a Business/Product/Data Analyst is a plus.

The candidate should thrive in a fast-paced and dynamic environment and effectively handle working across different teams and priorities. The candidate should have an entrepreneurial mind-set, taking ownership in creating opportunities, aligning to the yearly plan but also being flexible to take advantage of new opportunities.

 If you're interested in joining a rapidly growing team working to build an outstanding, world-class advertising organization with a relentless focus on design and customer experience, you've come to the right place.


About our culture…

We are proud to have built a world-class organization, grounded in an entrepreneurial and collaborative spirit. Working at Samsung Ads offers one of the best environments in the industry to learn just how fast you can grow, how much you can achieve, and how good you can be. We thrive on problem-solving, breaking new ground, and enjoying every part of the journey.

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