AdTechTalent
Ad Ops1 month agoOn-site

The Trade Desk

Platform Support Analyst I

SQLHTMLMS ExcelAI toolsAdTechRTBDSPad exchangestechnical supportplatform supportticketing systemtroubleshootingcustomer supportagilescrum

Key details

Salary

$48K – $88K

Employment type

Full-time

Seniority

Mid-level

Years experience

3-5

Location

Los Angeles, United States

Full job description

The Trade Desk is seeking a Platform Support Analyst to provide technical support and customer service for its digital advertising platform. The role involves troubleshooting platform issues, managing support requests, executing SQL queries, maintaining the ticketing system, and collaborating with cross-functional teams to improve the platform. Responsibilities include documentation, training coordination, mentoring, and using AI tools to optimize support workload. Candidates should have a bachelor's degree or equivalent experience, 3+ years in technical support, 2+ years in AdTech, strong SQL, HTML, and Excel skills, and excellent communication and problem-solving abilities. Experience with Salesforce, Jira, Confluence, Postman, Vertica, SSMS, Tableau, and agile methodologies is a plus. The position is full-time, based in Los Angeles, and includes light on-call duties. Salary range is $48,200 to $88,300 USD. Benefits include comprehensive healthcare, retirement plans, disability coverage, life insurance, tuition reimbursement, parental leave, paid sick and vacation time, holidays, stock purchase plans, and performance-based incentives.

What you'll do

  • Support for platform issues; ensuring that incidents within our platform or tools are addressed within established SLAs
  • Multi-task, manage, and resolve technical support requests
  • Problem-solving and troubleshooting
  • Executing stored procedures and querying our database using SQL
  • Maintain the company’s ticketing system; answer, troubleshoot, and resolve various technical issues related to The Trade Desk’s trading platform
  • Take initiative to develop innovative and immediate remedies to satisfy client needs while advocating for more permanent solutions with Engineering or Product Teams
  • Contribute to the company’s Knowledge Base by creating and managing new documentation while improving existing documentation
  • Coordinate in-depth training on support-related tools and processes
  • One to one mentoring and helping team members on technical case work
  • Ensure trackability on all case and project work, to provide data driven insights to the business
  • Use AI tooling to assist with daily tasks and to help identify areas where support could improve workload reduction
  • Work with clients to help address issues and areas of frustration
  • Light on-call/after-hours support

Requirements

  • Bachelor’s Degree from a four-year university or relevant substitute experience
  • 3+ years relevant work experience as a technical support representative in a small or medium sized business
  • 2+ years of AdTech experience (Advanced knowledge of RTB, DSPs, ad exchanges, aggregators, ad servers, and other optimization platforms)
  • Outstanding troubleshooting, analytical, and problem-solving abilities
  • Ability to collaborate cross-functionally and cross-regionally as part of an agile Global team
  • Strong client facing skills with the ability to assist in de-escalating issues
  • Strong SQL and HTML experience
  • Advanced MS Excel skills: ability to draw insights from large datasets, use of pivot tables, formulas, etc.
  • Ability to use independent judgement, decision-making, and unique approaches to routinely troubleshoot problems related to AdTech and user experience issues
  • Effective time management skills – ability to prioritize and meet deadlines
  • Outstanding written and verbal communication skills, including an ability to explain complex subjects to a non-technical audience
  • Proficient in AI tools
  • Light on-call/after-hours support
  • Bonus: Experience with Salesforce, Jira, Confluence, Postman, Vertica, SSMS, Tableau
  • Bonus: Experience with AdTech troubleshooting skills such as offline attribution, tracking tags, pixels, html5 creatives, discrepancies, campaign troubleshooting/optimization
  • Bonus: Experience in agile/scrum or related collaborative workflow

Tech stack

SQLHTMLMS ExcelAI toolsSalesforceJiraConfluencePostmanVerticaSSMSTableau

Benefits

Comprehensive healthcare (medical, dental, and vision) with premiums paid in full for employees and dependentsRetirement benefits such as a 401k plan and company matchShort and long-term disability coverageBasic life insuranceWell-being benefitsReimbursement for certain tuition expensesParental leaveSick time of 1 hour per 30 hours workedVacation time for full-time employees up to 120 hours thru the first year and 160 hours thereafterAround 13 paid holidays per yearEmployee Stock Purchase Plan with discounted stock purchaseVariable compensation-based incentives and commissions depending on roleStock-based compensation grants based on company and individual performance

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