3Pillar is an AI transformation partner on a mission to help enterprises build the AI-native products and intelligent agents that will define the next era of business. With teams across North America, Europe, Latin America, and Asia, we work with the most ambitious companies in financial services, healthcare, media, and technology — helping them move faster, modernize boldly, and compete on their own terms. Our HelixAI platform and Helix Pods delivery model put our engineers at the center of real agentic transformation — doing work that is open, portable, and built to last. We are building the future of enterprise AI
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Key Responsibilities:
Investigate, triage, and resolve complex technical issues escalated from Tier 1 support.
Analyze logs, databases, and system behavior to diagnose root causes.
Act as a liaison between customers, engineering, and product teams to communicate bugs, feature requests, and system behavior.
Document resolutions, workarounds, and diagnostic processes to improve support workflows and knowledge sharing.




Monitor key system alerts and customer tickets to proactively address platform issues.
Contribute to internal tools, automation, and scripts that improve support efficiency and reduce resolution time.
Advocate for customer needs and ensure timely follow-through on issues and feature enhancements.

Minimum Qualifications:
4+ years of experience in technical support, DevOps with customer-facing responsibilities.
Strong knowledge of Linux systems (command-line proficiency, log analysis, system debugging).
Experience working in ad tech platforms such as DSPs, SSPs.
Proficient in querying databases (SQL, Postgres, or MySQL).
Understanding of advertising technology concepts, including ad serving, programmatic bidding, pixels, tracking, and reporting.
Proven ability to manage and resolve customer issues effectively with a robust focus on customer satisfaction.
Exceptional communication and interpersonal skills—you are empathetic, clear, and con

📌 Level 2 Product Support Engineer (India)
🏢 3Pillar
📍 India