Bing Ad's Traffic Quality Malware Engineer

Job Category: Customer Service & Support
Location: Seattle, WA, US
Job ID: 830775-107735
Division: Advertising & Online

The Bing Ads Traffic Quality Support Team (Traffic Quality) is part of the $3B Microsoft Advertising business and we play a crucial role in the global advertising arena. We are currently looking for a talented Traffic Quality Engineer (TQE) who understands the meaning of world-class customer service and support! Someone who is passionate about digital advertising, resolving complex investigations, and is passionate about helping our customers achieve their business objectives.

As a TQE, you will be part of a core team focused on highly technical, highly complex data analysis to provide advanced Fraud and Malware support for Microsoft and Yahoo! online advertising global sales teams. The focus will be analyzing search traffic for anomalous patterns across advertiser and publisher data, campaigns, websites and traffic sources in an effort to protect our advertisers ROI across the Yahoo! Bing Network. Additionally, this role will be part of our v-team responsible for malware prevention both on systems and third party hosted services. The Bing Ads Traffic Quality Support team plays a pivotal role in supporting the Yahoo! and Microsoft Search Alliance. The Yahoo! Microsoft alliance is a game-changer strategic initiative bringing our companies together to create a competitive choice in search for advertisers and consumers.

The ideal candidate will enjoy solving complex technical issues, tackling new and tough challenges, and have a knack for identifying trends and patterns in data. You will join a team that is focused on results, working together to solve problems and committed to developing people. People are our number one asset.

This role is based in Microsoft's Westlake Terry office in Seattle's bustling South Lake Union neighborhood.

Soft skills
Contribute to the Traffic Quality philosophy that support services are a true differentiator
Strong documentation skills to be utilized for case management, knowledge capture and training.
Excellent written and verbal communication skills
Very strong problem solving skills
Eager to learn. Technical aptitude to assimilate new learning quickly
Flexible: able to adapt to changing environment
Performs well under pressure
Capacity and passion to help partners/customers
Commitment to quality
Motivation and ability to work well in a team environment
Out of box thinker
Able to take initiative and drive change
Ability to consistently achieve high levels of customer satisfaction

Primary Responsibilities:
Manage ticket issue(s) queue providing investigation prioritization, continuous and timely updates to customers
Take ownership to resolve customer issues in accordance with service level agreements (SLAs) balancing speed and quality.
Analyze large volumes of data to interpret traffic patterns and distribution of clicks and impressions, document conclusions and make system and process recommendations to mitigate further issues
Work with sales teams and partners to gather escalation information and customer/business impact.
Composing timely world-wide correspondence, presentations or other materials to sales teams and partners as appropriate.
Coordinate with team members to manage daily team workload.
Help foster innovation in tools and processes to make the team more effective and efficient.

Education and Experience
A BA or BS in Computer Science, Engineering or related technical discipline preferred.
2+ years working in security and/or web forensics, preferably with organic or paid search technologies, web analysis tools or web development.
Malware detection and remediation experience preferred
2+ years relevant experience, including work with web technologies such as XML, HTML, IIS, ASP, AJAX, PHP, Flash, JavaScript or other emerging technologies used to creatively generate invalid traffic.
Solid skills in using pivot tables and charts to represent large data sets
Functional understanding of different types of malware, adware, viruses, replication methods, indicators, safeguards, and potential effects
Experience of parsing & analyzing log files.
Experience of working with remote/virtual teams.
Ability to communicate complex problems in non-technical terms at various levels within the organization.
Experience teaching or training users on web and client-based software.
English language skills including strong written communication skills required.
Online industry experience strongly preferred.
Organic & Paid search experience preferred.
Occasional night and weekend on-call work is required.
Travel up to 5% may be required.

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