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Technical Support Specialist

Location: Seattle
Posted on: January 15, 2022

Job Description:

---The is changing the way digital media publishers manage their advertising businesses. Our SaaS platform makes advertising sales, operations, billing, and revenue reporting painless for digital media publishers and online retailers.
In an increasingly fragmented ad tech landscape, understands the importance of creating a connected ecosystem for its customers, who depend on to help them scale. A product-first company, is engineering-focused, and the team is composed of industry-leading talent from Amazon, Microsoft, Google,, and Facebook. is based in Seattle and New York City, with offices in Denver, London, and Taipei.
The position:We have a strong preference for candidates who have technical support experience with an enterprise software or adtech company.---As a Technical Support Specialist, you will be responsible for direct product support to customers and the primary owner of all inbound customer technical support inquiries and support tickets. -This role is for someone excited about the opportunity to solve interesting and complex customer problems. The ideal candidate is motivated to build strong technical skills in a fun, supportive, and fast-paced environment while helping build a new team in a startup atmosphere.
Candidates will need to exhibit a potent combination of analytical prowess, technical aptitude, and business judgment. You will be expected to focus on results, be a self-starter and demonstrate success in using analytics to drive the understanding, progression, and excellence in product and operations. -
The candidate must quickly become an expert in the functional and technical aspects of product and related integration points. The candidate must be skilled and comfortable with presenting product features, interactive troubleshooting, and associated benefits related to the subject matter essential to the customer. -
This position will report to the Director of Solutions Consulting and have a home base in Seattle, WA, New York, NY, London, UK, Denver, or Los Angeles, CA.
About the job:

  • Deliver post-implementation product support to customers, responsible for customer technical support inquiries.
  • Manage customer support cases daily, including case verification, analyzing data, isolating and diagnosing the problem, resolving the issue, and communicating the resolution to the client.
  • Coordinate with Product Management, Solutions, and Engineering teams in identifying, reporting, and resolving product issues and finding opportunities for overall product improvement. -
  • Develop and deliver reports to Account Management and Product on client engagement.
  • Maintain and grow an online knowledge base of known issues/solutions to share with our clients.
  • Work closely with Account Management and other client-facing teams as part of a more significant effort to support existing and prospective users. - -The ideal candidate will have:
    • BS / BA or experience equivalent.
    • An entrepreneurial mindset with high energy, dedication, and an unrelenting drive to succeed.
    • Outstanding troubleshooting, analytical and problem-solving abilities, and is comfortable interfacing with technical teams.
    • Can nurture close relationships with clients to become a trusted advisor and comfortable interfacing with large enterprise clients.
    • Strong organization and process-oriented skills, goal-oriented team player, eager to learn new skills, and demonstrates a passion for learning new technologies.
    • Experience in advertising technology (i.e., Google Ad Manager, FreeWheel, Xandr, The Trade Desk, MediaMath, DoubleVerify, Google Campaign Manager/DV360, etc.), support tools (i.e., JIRA, Intercom, etc.) and workspace/CRM tech (i.e., Salesforce, Notion, etc.). -
    • (Ideally) Have experience with or interest in learning the following technical skills: Internet technologies such as HTML, CSS, JavaScript, PHP, web servers, and other internet/networking-related protocols, SQL scripting and relational databases APIs, specifically, RESTful APIs.
    • An operationally savvy mindset with an ability to identify and eliminate process friction while building scalable processes.
    • Ability to prioritize and respond to fluctuating, high-impact, urgent asks from multiple channels, including Slack, Intercom, video conference, email, in-person, etc.
    • Ability to effectively communicate complex technical topics concisely. -
    • Ability to work with remote team members in various geographic locations.
    • Excellent written and verbal communication skills.
      • Competitive Salary
      • Early-Stage Stock Options
      • Unlimited PTO
      • 401k match
      • Company Paid Medical, Dental, Vision, Life
      • Regular Company Lunches & Happy Hours
      • Gym membership reimbursement

Keywords:, Seattle , Technical Support Specialist, IT / Software / Systems , Seattle, Washington

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