Service Engineer/Technical Program Manager (SQL, API, Technical Support, Program Management)

Service Engineer/Technical Program Manager

Job Title: Service Engineer/Technical Program Manager

Location: Redmond, WA

Duration: Long-term

About WCT: WCT is a global talent solutions partner committed to delivering high-impact technology and engineering talent to some of the world’s most innovative companies. As a WCT employee, you’ll be part of a dynamic, growth-oriented culture that values collaboration, continuous learning, and excellence in execution.

Job Description:

We are hiring a hybrid Service Engineer/Technical Program Manager to support Advertising (Ads) with a focus on CRM workflows and Brand Agents operations. This role blends hands‑on Tier 3 technical support with program ownership—driving process, tooling, stakeholder communication, and quality outcomes across complex, multi‑team initiatives.

Core Responsibilities

• Own CRM‑related workflows (e.g., case hygiene, field accuracy, assignment rules, SLAs) for Ads support; partner with Sales/AM teams and Support SMEs to streamline escalations.
• Support Brand Agents operations: define intake, triage, and resolution processes; coordinate cross‑team dependencies; publish runbooks and KB articles.
• Provide Tier 3 support across Delivery, Advertiser API/Analytics, UET, Syndication/Publisher API, Shopping, Accounts & Billing, and related queues.
• Investigate complex technical issues using T‑SQL, Cosmos scripts, and Databricks; synthesize findings into actionable RCA and customer‑facing narratives.
• File and track ICMs/bugs with engineering; ensure timely resolution and by‑design learnings are captured in KBs; reduce repeat incidents through prevention.
• Establish program metrics/dashboards in Excel/Power BI (e.g., SLA adherence, backlog health, trend analysis); publish regular status updates.
• Facilitate stakeholder communications across Support, Sales, Product, an