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Solutions Engineer
Digital Turbine
London, GBR
Full-time
Entry · 1+ years experience
Hybrid
Discovered 2 weeks ago
SQLDatabricks
Free
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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.
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