Solutions Engineer at Digital Turbine in London

Job description

DT (NASDAQ: APPS) is unifying the full mobile experience. Our growth platform powers the mobile ecosystem by bringing together advertisers, app developers, and device partners, to create a unique and premium value exchange, that results in a personalized and seamless mobile device experience. At DT, we move fast, think big, and build collaboratively. We believe great ideas can come from anywhere, and we trust our teams to take ownership, challenge convention, and make an impact from day one. Here, you’ll have the opportunity to grow your career while contributing to products and experiences used by millions around the world. With us, you will enjoy competitive compensation, equity awards, and a comprehensive benefits package designed to invest in your total well-being, all within a hybrid and flexible work environment. 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. Please note that we can only consider candidates who don't require visa sponsorship (only UK Nationals and full sponsorship status ). 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 b