Senior Ad Product Quality Analyst

Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together.

The Company operates Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world, and Specs Inc., a wholly-owned subsidiary dedicated to making computing more human, in addition to Bitmoji, Saturn, and other digital services.

The Ads Platform organization drives innovation and performance across our advertising platform, empowering businesses to achieve success and measurable growth through advertising on Snap. Our Product and Engineering teams work together to build solutions that deliver impactful results for advertisers. We ensure Snap’s ad products are effective, efficient, and customer-centric, enabling businesses to connect meaningfully with our global community.

We are looking for a talented and experienced business and data analyst to join the Ad Product Quality team at Snap. As an Ad Product Quality Analyst, you will be responsible for growing Snapchat’s advertising business by solving tough customer challenges and identifying opportunities to improve the quality of our monetization product offerings.

What you'll do:

• Troubleshoot Snap’s web-based advertising platform and mobile app to reproduce client-impacting issues and pinpoint the cause to allow for quicker resolutions

• Leverage expert technical skills and product expertise to triage, investigate, and resolve technical issues preventing Snap’s customers from succeeding on our ads platform as quickly and efficiently as possible

• Join client-facing calls to resolve technical issues

• Write technical product and process documentation, organize training sessions, and build scalable tools and dashboards that enable our frontline support teams to assist customers encountering challenges on the platform

• Maintain a backlog of software bugs and product improvements, and serve as a customer advocate as you prioritize the most impactful open issues with Product and Engineering teams

• Partner with our Product Marketing, Sales, and Support teams to collect customer feedback and identify opportunities to improve our products

• Derive quantitative and qualitative insights into ads products usage, systems stability, and the customer experience. Produce trend analyses of common customer pain points coupled with actionable recommendations for addressing them

• Perform pre-release QA and UAT to ensure product releases and updates work as intended and do not disrupt the customer experience

Minimum Qualifications

• Bachelor’s Degree in engineering, mathematics, a technical field or related areas of study or equivalent years of practical work experience

• 5+ years post-grad industry experience in digital advertising operations, analytics, or a related field; OR a Master's degree in a relevant field and 4+ years of relevant industry experience

• Experience in troubleshooting & resolving customer issues related to ad tech products and platforms

Preferred qualifications:

• Expert troubleshooting front- and back-end web applications

• Demonstrable experience sizing the impact of client-facing issues and setting priority

• Demonstrable experience working with large data sets using SQL, Python, and other tools, and producing practical business insights via data visualization software (Looker, Tableau, etc.)

• Excellent verbal and written communication skills with high attention to detail

• Expert project management skills, identifying problems areas, designing solutions, and driving them to completion

• Experience with agile product development lifecycle using Jira or similar software

• Proficient in use of G Suite software (Gmail, Google Docs, Google Sheets, etc.)

If you have a disability or special need that requires accommodation, please don’t be shy and provide us some information.

"Default Together" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers and partners better through dynamic collaboration. To reflect this, we practice a “default together” approach and expect our team members to work in an office 4+ days per week. 

At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets.

We are an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with applicable law (by example, the requirements of the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, where applicable).

Our Benefits: Snap Inc. is its own community, so we’ve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!

Compensation

In the United States, work locations are assigned a pay zone which determines the salary range for the position. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. The starting pay may be negotiable within the salary range for the position. These pay zones may be modified in the future.

Zone A (CA, WA, NYC):

Zone B:

Zone C: