Senior Technical Support Specialist

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. 

• 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

Required:

• 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

 

Nice to have:

• 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