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Greater London, England, United Kingdom
Hybrid
At Digital Turbine, we make mobile advertising experiences more meaningful and rewarding for users, app publishers, and advertisers — intelligently connecting people in more ways, across more devices. We provide app publishers and advertisers with powerful ads and experiences that captivate consumers, fuel performance, and help telecoms and OEMs supercharge awareness, acquisition, and monetization. In a rapidly evolving industry, we are constantly innovating and creating better paths of discovery to connect consumers, publishers, and advertisers across the mobile ecosystem.
Please note that Digital Turbine is a hybrid work environment-only candidates local to the posting location will be considered.
Digital Turbine is looking for a Solutions Engineer to join our Solutions Engineering team with a dedicated focus on our Offerwall (OFW) product. This role covers two distinct but connected responsibilities: analyzing and adjudicating advertiser fraud claims raised against publishers, and overseeing the performance and evolution of our outsourced Customer Support (CS) team that handles end-user ticketing. This is a hybrid analytical and operational role suited to someone who is comfortable moving between data investigation, process improvement, and vendor/team performance management, and who is motivated to help shape how both fraud review and customer support evolve — including through AI-driven tooling. The Solutions Engineering team is built to be versatile: other members focus on different products across our stack, and over time there is a path for this role to grow into the broader Solutions Engineer scope covering DT Exchange and DT Fairbid as well.
About the Solutions Engineer role:
Fraud Claims Review & Analytics
Review and investigate advertiser-submitted fraud claims on OFW campaigns, using internal analytics tools (SQL, Databricks) to validate or challenge the claim.
Decide on claim outcomes — accept and charge back the publisher, decline the claim, or apply a partial compensation — based on data evidence and established fraud policies.
Maintain and refine fraud detection heuristics and review criteria in partnership with the broader anti-fraud and data teams.
Stay current on emerging fraud techniques and mobile ad fraud trends (e.g. click flooding, SDK spoofing, install fraud, reward abuse) to keep claim review methodology up to date.
Produce regular reporting on claim volumes, outcomes, and fraud trends for internal stakeholders and, where relevant, advertiser partners.
Escalate recurring fraud patterns and prevention recommendations to the OFW Product team, feeding your fraud expertise into product roadmap and policy decisions — a secondary but valued part of the role.
Customer Support Oversight & Innovation
Monitor and review the performance of the outsourced CS team handling OFW end-user tickets (e.g. missing reward claims), against SLAs and quality standards.
Identify recurring ticket patterns and root causes, and work with the outsourced team and internal stakeholders to reduce ticket volume and resolution time.
Explore and champion opportunities to modernize the support workflow, including AI-assisted triage, response automation, and self-service options for end users.
Act as the internal point of contact for the outsourced CS vendor, balancing quality, cost, and user experience.
Product & Cross-Functional Collaboration
Serve as the OFW product's Solutions Engineering point of contact, developing deep expertise in how Offerwall operates end-to-end (publisher integration, reward mechanics, fraud and support flows).
Partner with Product, Data, and Sales teams to surface insights from fraud and support data that inform product and policy decisions.
Progressively build familiarity with DT Exchange and DT Fairbid to be able to support those products as needed and to grow into the standard Solutions Engineer role over time.
Periodic travel.
About YOU as the Solutions Engineer:
Bachelor's degree in a quantitative, business, or technical field (Computer Science, Engineering, Statistics, Economics, or related) — or equivalent practical experience.
At least 1 year of experience in an analytics, fraud/risk, trust & safety, customer support operations, or sales/solutions engineering role — AdTech experience is a strong plus but not required.
Strong hands-on skills in SQL; experience with Databricks or similar data platforms preferred. No object-oriented programming experience required.
Genuine interest in how fraud operates and evolves (an “fraud enthusiast” mindset) — curiosity about new fraud vectors and a rigorous, evidence-based approach to investigation.
Solid business acumen and comfort making judgment calls that have direct financial impact on publisher and advertiser relationships.
Experience or strong interest in support operations, vendor/outsourced team management, and process improvement; enthusiasm for applying AI tools to support workflows.
Excellent communication skills, with the ability to explain data-driven decisions clearly to both technical and non-technical stakeholders.
Comfortable working independently, prioritizing across two different work streams (fraud and CS), and operating in a fast-paced, evolving environment.
Prior experience in the AdTech or mobile app ecosystem is a plus.
About Digital Turbine:
Digital Turbine (NASDAQ: APPS) powers superior mobile consumer experiences and results for the world’s leading telcos, advertisers and publishers. Our end-to-end platform uniquely simplifies the ability to supercharge awareness, acquisition and monetization — connecting our partners to more consumers, in more ways, across more devices.
The company is headquartered in Austin, Texas, with global offices in New York, Los Angeles, San Francisco, London, Berlin, Singapore, Tel Aviv, and other cities around the world, serving top agency, app developer, and advertising markets.
We are honored to have achieved numerous awards as an employer of choice, around the world, including: BuiltIn's Best Places to Work Awards in 2022, 2023 and 2024, DUNS 100 Best Places to Work in Tech for 2023 and 2024, and BDICode's 100 Best Companies to Work in 2024.
Digital Turbine is an equal opportunity employer committed to exemplifying diversity and inclusion around the world. We welcome people of different backgrounds, experiences, abilities, and perspectives. We embed diversity in our mindset, products, and teams to empower an inclusive, equitable, and culturally fluent environment. Building and continuously fostering this culture within our teams makes us better collaborators, partners, and innovators.
Digital Turbine will process the information you provide during the application process in accordance with the Digital Turbine Global Recruitment Privacy Notice.