Senior Production Support Engineer

Who we are

At illumin, we are transforming the advertising landscape. Our platform offers an integrated space for journey planning, execution, and reporting. It empowers marketers to connect with their audiences in powerful ways through real-time data and easy-to-use visual tools. By seamlessly combining media planning and buying in an intuitive interface, marketers can take complete control of their campaigns, meeting customers wherever they are in the buying journey and maximizing the impact of their ad spend through personalized insights for smarter decision-making.

We are at a pivotal moment, evolving into a product-led company with a team of over 100 skilled professionals and new leadership guiding our path forward. By harnessing the power of data, advancing our AI capabilities, and deeply investing in our people, we are preparing for a future that will redefine what's possible in journey advertising.

Our work is guided by two beliefs: that the ability to execute is paramount to success and that we are only as good as our people. As we grow and transform, we are looking for team members (illumineers) who share our bias for speed, delivery over perfection, and an entrepreneurial mindset. Joining us now is a chance to be part of our transformation.

Who we need

Reporting to the Production Support Manager, we are hiring a Senior Production Support Engineer to lead and oversee technical support for illumin, our flagship product, and internal applications. You will take ownership of complex issues, driving timely resolutions and ensuring system stability. Collaborating across teams, you will mentor junior engineers, manage critical support tasks, ensure adherence to SLAs, delivering high-quality service and operational efficiency.

This is a hybrid opportunity, working Mondays, Tuesdays and Thursdays on-site in our downtown Toronto office. Our headquarters are located within minutes of St. Andrew and Union subway stations.

What's in it for you

Impact. You will be a key player in ensuring the reliability and performance of illumin, our flagship product, which is transforming the digital advertising landscape. Your efforts will directly support our clients' success, ensuring they receive seamless, high-quality service that meets their evolving needs. As part of a highly skilled team, you will be crucial in maintaining a product recognized for its innovation and value.

Technical Exposure. You will work across various teams, including engineering, product, DevOps, and client services, gaining insights and experience with cutting-edge technologies like AI, Big Data, and advanced analytics. Working on a platform that drives large-scale, programmatic traffic, you will tackle complex technical challenges, honing your skills in troubleshooting, automation, and advanced support techniques. This is a unique opportunity to work with diverse technologies and continuously expand your technical proficiency.

Professional development. You want to grow—your skills, your influence, your career. We push the limits to improve and reach our full potential, individually and as a company. We are committed to building our team's strengths. You will be supported by your manager and have access to one-on-one coaching with our Chief Empowerment Officer's team. Whether you are interested in advancing within engineering, moving into product management, or exploring client-facing roles, you will have plenty of room to grow.

How you will make an impact:

• Lead and oversee product support. You will be part of a go-to team of technical experts for illumin, our flagship product, and other key systems, providing advanced technical support and guidance. You will take ownership of complex issues and system administration tasks, ensuring that support tickets are handled precisely and efficiently, delivering solutions that meet user expectations and business requirements.
• Take ownership of critical issues. You will handle high-priority, complex support tickets that require deep technical investigation. You will ensure timely and accurate resolution, from troubleshooting to fulfilling report requests and performing system administration tasks. Your proactive approach will help resolve issues quickly, minimizing business impact.
• Mentor and collaborate across teams. You will work closely with Support Engineers, UI, Back-End, Data, DevOps, QA, and Product teams to diagnose and resolve product defects. You will also mentor junior engineers, sharing your technical knowledge and fostering a collaborative, solutions-driven environment.
• Ensure SLA compliance. You will ensure adherence to Production Support Service Level Agreements (SLAs), prioritizing and driving open tickets to closure while maintaining a high standard of service. You will also respond to system-generated alerts with expert-level troubleshooting, mitigating platform issues swiftly.
• Advocate for customer-first support. You will keep customers informed with transparent, timely updates on the progress of their inquiries and issue resolutions, ensuring a positive and responsive customer experience at all times. You will support on-call rotations, ensuring the team is supported and prepared to handle critical issues.
• Enhance support processes. You will develop and document standards, processes, and best practices for the team, ensuring these are followed consistently to improve efficiency and issue resolution. You will also identify and implement automation opportunities to enhance operational effectiveness.

What you bring:

• The experience. You bring customer support experience from a Software-as-a-Service (SaaS) company, where you have developed a strong understanding of supporting cloud-based solutions. You can read and interpret Java code, leveraging this skill to diagnose and resolve issues more efficiently. With advanced expertise in SQL, you can write complex database queries on the spot, enabling quick and effective troubleshooting.
• The leadership. You have proven leadership and mentorship abilities, with a successful track record of guiding others through complex technical challenges. You are comfortable taking ownership of high-priority issues and driving them to resolution, ensuring service standards are consistently met.
• The communication skills. You have excellent verbal and written communication skills and can translate complex technical details for non-technical audiences. You prioritize customer satisfaction and take a client-first approach, ensuring a positive experience for internal and external users. You have a genuine appreciation for diverse experiences and backgrounds.
• The problem-solving mindset. You possess strong analytical and critical thinking skills, allowing you to handle multiple high-priority tasks simultaneously. Highly organized and efficient, you plan and manage your time effectively to meet deadlines while maintaining service quality.
• Nice to have. In addition to your SQL expertise, familiarity with tools and technologies such as Confluence, JIRA, and Service Desk applications is a plus. Experience with modern frameworks like Kibana, Kafka, Big Data/Hadoop, Jupyter Notebook, Spark, and containerization tools (Docker, Kubernetes) would be valuable. Programming knowledge in Python, JavaScript, and HTML is a bonus but not essential.

What else should you know about us?

We are undergoing a transformative shift. We are embracing change and the opportunities that come with it, empowering every illumineer to innovate, experiment, and bring forward new ideas. Whether accessing new technology, restructuring workflows, or expanding your team, you will have full support if you can make the business case.

We are a broad and diverse team, but we all share a passion for success, a drive to do more, and a love of creating connections. We hire for talent and commitment and provide the guidelines and guidance to elevate skills, knowledge, and abilities across all areas. This is a place where proven methods meet bold ideas, offering opportunities to grow personally and professionally.

To support a healthy work-life balance, we offer a flexible work environment, a meal credit for your in-office days, and a free massage with an RMT in-house every eight weeks. That is in addition to our comprehensive benefits, which include life, AD&D, long-term disability insurance, and coverage for prescriptions, dental, vision, mental health, and professional health services. You will also have access to a workplace advisor, the Vitality Wellness app, and a $300 annual healthcare spending account.

Apply now

If you want to seize the opportunity to impact a company and influence an industry, and you have 70% of what we are looking for, apply now. We can't promise an interview, but we will consider your whole application.

What you can expect from our interview process:

• A virtual interview with a Talent Advisor will discuss your interest in the role and background.
• A virtual technical interview with the Hiring Manager.
• An in-person meeting with team members on the Production Support team. It will be a chance to meet with your future co-workers, answer their questions, and ask ones of your own as it relates to the role, team and working at illumin.

illumin is firmly committed to diversity within its community and welcomes applications from racialized persons/persons of colour, Indigenous People of North America and the world, persons with disabilities, 2SLGBTQIA+ persons, and those who may contribute to the further diversification of ideas.

We are committed to providing equitable opportunities in employment and to providing a workplace which is free from discrimination and harassment. We are equally committed to providing an inclusive and accessible workplace. If you require accommodations at any stage of the interview process, please email us at hr@illumin.com.