About Moloco:
Moloco builds some of the most powerful AI advertising solutions in the world. Our name—short for "machine learning company"—reflects our core mission: democratizing access to the advanced AI that has historically been reserved for tech giants. Led by machine learning pioneers who built some of the most successful ad systems at Google, including YouTube's monetization engine and key search advertising technologies, we're transforming how businesses grow and compete in the digital economy.
Built with AI from day one, Moloco’s planet-scale machine learning platform powers a suite of solutions for advertising growth and monetization. Moloco Ads is an AI-powered platform that delivers real business outcomes for mobile app marketers through performance-based user acquisition. Moloco Commerce Media enables retailers and marketplaces to build revenue-generating ad businesses that balance user experience and advertiser performance.
Moloco is headquartered in Silicon Valley, with offices in Seattle, New York, San Francisco, Seoul, Beijing, Singapore, Gurgaon, Tokyo, Shanghai, London, Tel Aviv, and Berlin.
Moloco is a truly rewarding place to work and in an exciting period of growth, which you could be a part of. Join us today and apply now!
The Impact You’ll Be Contributing to Moloco:
Moloco's Commerce Media (MCM) organisation powers Retail Media Platforms for retailers globally, enabling them to build and scale advertising businesses powered by machine learning. As customer count and technical complexity grow, we are evolving our support model to deliver faster, deeper, and more scalable technical expertise.
The Technical Solutions Engineer (TSE) is a newly established role at the heart of this evolution. The TSE serves as the Regional Tier 2/3 technical escalation point — taking ownership of complex issues escalated from Frontline Support Specialists (FSS) and driving them to resolution. Beyond firefighting, the TSE plays a foundational role in building the operational infrastructure of our support organisation: designing playbooks, developing automation tools, and establishing the metrics that measure how effectively we serve our customers.
The Opportunity
- Own Tier 2/3 technical escalations from Frontline Support Specialists (FSS), triaging and resolving complex issues across ad serving, data pipelines, and ML infrastructure.
- Perform structured Root Cause Analysis (RCA) on production issues — including campaign delivery failures, budget pacing anomalies, fill rate degradation, and ROAS fluctuations — using service logs and operational metrics.
- Lead incident response for production ads service disruptions: scoping impact, coordinating with internal engineering teams (Ad Serving, Data Platform, ML), and driving toward resolution within SLA.
- Author postmortem documents and track remediation action items to prevent recurrence.
- Build and maintain diagnostic playbooks and runbooks that enable FSS to self-resolve a growing share of issues over time.
- Develop internal tooling and automation scripts for issue detection, diagnosis, and reporting.
- Define and track operational KPIs — including MTTR, escalation rate, and recurrence rate — to continuously measure and improve support efficiency.
- Partner closely with the Customer Engineering team to ensure smooth issue handoffs, shared customer context, and aligned escalation workflows.
- Contribute to internal and external documentation to scale knowledge across the organization.
- Review technical integrations during new platform onboarding and surface potential operational risks early.
How Do I Know if the Role is Right For Me?
- 6+ years of professional experience in technical support, solutions engineering, or software engineering.
- Strong troubleshooting skills and ability to analyze large-scale datasets — able to independently write and interpret complex queries against large-scale data warehouse environments.
- Hands-on experience with API integrations and distributed systems — including REST API debugging, log analysis, and understanding how service components interact at scale.
- Demonstrated experience handling technical escalations — breaking down complex problems methodically and driving them to resolution through a structured approach.
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
- Experience in AdTech or retail media domains (DSP, SSP, ad serving, attribution) is a strong plus.
- Familiarity with monitoring and observability tools such as Datadog.
- Experience as a founding member or early contributor in building new teams, systems, or operational processes (zero-to-one experience)
- Familiarity with scripting, AI tools for automation, process enhancement
- Fluent in English. Multilingual communication skills (preferred) for global support environments.
Moloco Thrive: Benefits and Well-Being:
We take care of you and create the conditions for you to do the best work of your career. Through a lens of inclusion, we offer innovative benefits that empower our employees to take care of themselves and their families so they can do the best work of their lives.
Moloco Values:
- Lead with Humility: Everyone’s voice is respected, valued, and heard. With humility, we become more open and accessible to each other. We win, lose, and learn together. Accountability and feedback are essential to our success.
- Uncapped Growth Mindset: We see all situations as opportunities to learn, grow, and improve as individuals and as an organization. We seek diverse perspectives, encourage curiosity, and promote experimentation to push the boundaries of what’s possible.
- Create Real Value: We pursue the most impactful opportunities with rigor and integrity. We take intelligent risks and make disciplined trade-offs to maintain deep focus. We help our customers win by delivering durable value.
- Go Further Together: We’re one team working towards one mission and vision. We collaborate proactively and inclusively, involving the right people at the right time and in the right way. We strive to create a more equitable workplace. We won’t let each other fail.
Additional Resources:
AI Use in Interviews
Our interview process is designed to get to know the real you. Unless a round specifically includes AI as part of what's being assessed, we ask that candidates engage without AI assistance. Please review our AI Use in Interviews Policy before your interview to understand what to expect. Failure to comply with this policy may impact your candidacy.
Equal Opportunity:
Creating a diverse workforce and a culture of inclusion and belonging is core to our existence. To reach our goals, diversity of talent and thought is a critical component of how we operate as an organization. Our workforce is our superpower, and we know that fostering a culture of inclusion, authenticity, and belonging gives us the greatest opportunity to achieve our vision to become the scaling engine for the Internet economy.
Moloco is an equal opportunity employer. We highly value diversity in our current and future employees and do not discriminate (including in our hiring and promotion practices) on the basis of race, color, creed, religion, national origin, age, sex and gender, gender expression and identity, sexual orientation, marital status, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by law.
Candidate Privacy Notice:
Your privacy matters to us. By applying, you acknowledge that you’ve reviewed our Candidate Privacy Notice.
