[Remote] Lead Technical Product Support Engineer at VidMob

São Paulo, State of São Paulo, Brazil

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Advertising, MarketingIndustries

Requirements

5–8 years in technical support or backend engineering, with 2+ years in a lead capacity
3+ years experience with TypeScript/Node.js, NestJS, React, and modern databases
Understanding of digital advertising with strong preference for experience in advertising and marketing technology
Skilled at debugging code and APIs; fluent in SQL and REST API troubleshooting
Familiar with service-oriented architectures, cloud environments (AWS/GCP/Azure), and tools like JIRA or Zendesk
Experience using logging and APM tools such as DataDog to investigate and diagnose issues
Fluency in using LLM-based tools, plus exposure to AI technical support toolsets
B+ oral and written English skills, with success working on distributed, cross-timezone teams
Organized, analytical, and motivated to improve systems through hands-on problem solving
Experience prioritizing and managing multiple concurrent tasks in a high-velocity support environment
Good balance between experience having interacted with customers

Responsibilities

Interact with our customers globally to understand and satisfy their support needs
Serve as the Level 2 escalation point for complex product and data issues, and escalate to other senior engineers when needed
Troubleshoot across the stack—front-end (React) and back-end (TypeScript/Node.js, NestJS)
Help to configure and troubleshoot API interactions with customers
Apply minor code patches or configuration changes; escalate deeper fixes to Engineering
Oversee the work of several product support analysts located in Brazil, EMEA, and the US
Run and monitor database updates, scripts, and jobs to apply changes to our production environment for customers
Collaborate with Product and Engineering to reproduce bugs, validate fixes, and improve observability
Develop and maintain internal tooling that empowers Support, Product, and Customer-facing teams to diagnose issues, monitor data quality, and improve operational efficiency
Own and maintain the source of truth for ad types, metric types, and integration coverage, ensuring documentation is current and aligned with platform capabilities
Document solutions, automate workflows, and mentor Level 1 support to raise technical fluency
Investigate and deploy AI tools to support processes to improve customer satisfaction and team efficiency
Write knowledge base articles for our customer-facing help desk system

Skills

Key technologies and capabilities for this role

ReactTypeScriptNode.jsNestJSAPIdebuggingtroubleshootingbackendfrontendAIsupport engineering

Questions & Answers

Common questions about this position

Is this position remote?

This is a remote role based in São Paulo, Brazil, with occasional travel to Vidmob’s U.S. headquarters and local team gatherings in Brazil.

What technical skills are required for the Lead Technical Product Support Engineer role?

The role requires troubleshooting across the stack including front-end (React) and back-end (TypeScript/Node.js, NestJS), configuring and troubleshooting API interactions, applying minor code patches or configuration changes, and running database updates and scripts.

What is the salary or compensation for this position?

This information is not specified in the job description.

Does this role involve managing a team?

The lead will oversee the work of several product support analysts located in Brazil, EMEA, and the US.

What experience makes a strong candidate for this role?

Strong candidates will have hands-on experience with debugging, coding in React, TypeScript/Node.js, and NestJS, cross-functional problem solving, and leading AI infusion in support processes, along with the ability to interact with global customers and oversee analysts.

VidMob

Video content production and analytics platform

About VidMob

VidMob specializes in producing and analyzing video content for digital marketing. The company offers a platform that generates large volumes of video while also providing analytics to assess each video's performance. This helps clients, including major brands like Kraft Heinz and Neutrogena, understand which aspects of their videos are effective and which need improvement. VidMob stands out from competitors by automating the analysis of video content, making it easier for clients to optimize their marketing strategies and reduce costs. For example, Kraft Heinz experienced a 47% decrease in advertising costs after utilizing VidMob's insights. The company's goal is to enhance video marketing effectiveness for its clients through data-driven strategies.

New York City, New YorkHeadquarters

2014Year Founded

$199.3MTotal Funding

SERIES_DCompany Stage

Data & Analytics, Consumer Software, EntertainmentIndustries

201-500Employees

Benefits

Hybrid Work Options

Risks

Emerging creative analytics platforms could erode VidMob's market share.

Rapid AI evolution may render VidMob's offerings obsolete without continuous innovation.

Privacy regulations in the EU could impact VidMob's data collection capabilities.

Differentiation

VidMob uniquely combines AI analytics with a global network of expert creators.

Only company with certified creative marketing partner badge from all major digital platforms.

Offers pro bono creative services for non-profits through VidMob Gives initiative.

Upsides

Integration with Realeyes enhances audience engagement insights for effective ad campaigns.

Adobe After Effects plugin increases user adoption by offering insights within a popular tool.

AI-driven diversity tool appeals to brands focused on social responsibility.

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