Senior Technical Support Specialist-AdTech
About the team
Our highly dedicated Services team has both the art and the science for delivering customer satisfaction.
People in the team share a passion for helping our clients to surpass their digital business goals. They grow in a demanding environment, combine technical and consultative skills, and are ready to tackle the most complex challenges to empower our customers to get the best of our platforms.
Your mission
Senior Technical Support Specialists are customer care profiles and technical experts of our solutions, always ready to help demanding clients and investigate technical issues.
You'll join an amazing international team based in India, and report directly to Leandro, our Technical Support Director.
What you'll do
Being the principal and first touchpoint of the customer’s experience/journey
Keeping an outstanding and detailed communication with our customers through our different channels to provide accurate and prompt support
Resolve and widely communicate incidents and bugs with appropriate stakeholders
Investigate and troubleshoot SaaS solutions and solve web-related issues for top-Tier customers
Perform in-depth troubleshooting, including database analysis and reading system logs, to solve complex support issues
Understand our technologies and become product experts to help our clients.
Coordinate with Product Management and Engineering teams in identifying, reporting, and resolving product issues or opportunities for improvement
About you
3 years of experience in customer-facing roles in a web-based environment
2+ years of experience in the Adtech environment (Deals, Programmatic, SSP, Adserver, DSP, SSAI (CTV) etc)
Experience with troubleshooting, SQL, JavaScript, CSS/HTML, APIs, and Mobile SDKs
Ability to document technical customer issues into notes that are consumable by other users
Consistent delivery on commitments - great organizational skills with exceptional follow-through and attention to detail
Customer service orientation with a demonstrated desire to exceed expectations - ability to serve multiple customers
Fluent in Hindi + working proficiency in English
Availability to become a (DCSS) designated support specialist for Gold or Platinum accounts
Knowledge of DV360
Knowledge of Smart’s/LiquidM’s, Nowtilus’s, Sharethrhough’s or Dynadmics’ products/tools
Required:
Nice to have: