PSO Specialist
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Job Description
The PSO Specialist (Trace Focus) is responsible for investigating and resolving complex data-related issues through detailed log analysis, data validation, and reconciliation within Databricks. This role serves as the primary technical liaison between Customer Success and Engineering teams, ensuring accurate issue identification, high-quality escalations, and efficient resolution of data discrepancies across multiple media platforms, DSPs, and internal systems.
Responsibilities
• Act as the primary technical liaison between Customer Success and Engineering teams to expedite the resolution of complex data-related issues.
• Execute the Trace protocol by performing detailed log-level investigations and data validation activities within Databricks.
• Analyze and reconcile data discrepancies across multiple media platforms, DSPs, and internal systems.
• Validate client configurations, integrations, and platform setups to identify data inconsistencies and operational issues.
• Execute engineering-defined runbooks and procedures to trigger data reprocessing, synchronization, and recovery activities.
• Perform root cause analysis of data anomalies and provide actionable findings to stakeholders.
• Monitor data flows, pipelines, and synchronization processes to ensure data accuracy and completeness.
• Create comprehensive and highly contextualized defect packages, including logs, analysis results, reproduction steps, and supporting evidence.
• Triage and classify technical issues, ensuring accurate routing to the appropriate engineering teams or technical pods.
• Maintain a high standard of escalation quality, targeting accurate defect identification and efficient engineering handoff.
• Collaborate closely with Engineering, Product, and Customer Success teams to reduce Time-to-Resolution (TTR) and improve customer experience.
• Develop and enhance operational troubleshooting documentation, runbooks, and knowledge base articles.
• Identify recurring data quality issues and recommend process improvements, automation opportunities, and preventive measures.
• Support incident investigations and post-mortem activities by providing detailed data analysis and technical insights.
• Serve as a technical subject matter expert in data reconciliation, system diagnostics, and operational troubleshooting.
Requirements
Department: Engineering
Function: Information Technology
Experience Level: Not Applicable