Platform Support Specialist at MNTN | AdTechTalent
Ad Ops3 days agoRemote
MNTN
Platform Support Specialist
customer supportplatform supportadtechdigital advertisingprogrammaticCTVOTTself-serveticketing systemIntercomZendeskSalesforce Service CloudSaaScustomer success
Key details
Salary
Not specified
Employment type
Full-time
Seniority
Entry
Years experience
0-2
Location
United States
Full job description
MNTN is hiring a Platform Support Specialist to serve as the primary contact for small businesses using MNTN's self-serve advertising platform without dedicated customer success reps. Responsibilities include managing inbound customer inquiries, diagnosing and resolving platform issues (account setup, billing, product navigation, campaign troubleshooting), documenting tickets, following escalation protocols, meeting SLA targets, and contributing to the development of the new Platform Support team. Candidates should have 1-3 years in customer-facing roles with some product or technical support experience, familiarity with ticketing systems (Intercom, Zendesk, Salesforce Service Cloud), strong written communication skills, and preferably a background in adtech, digital advertising, programmatic media, or connected TV. This is a remote, full-time, junior-level role based in the United States.
What you'll do
Work a daily queue of inbound customer inquiries across multiple product areas, prioritizing by urgency and SLA targets
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Diagnose and resolve platform-related issues, including account setup, billing, product navigation, campaign troubleshooting, and general how-to questions, at first contact whenever possible
Ask targeted clarifying questions, reproduce problems where possible, and cross-reference known platform behavior to get to root cause quickly
When escalation is required, document the issue thoroughly and route it to the correct team with full context
Build working knowledge of available self-service resources and match customers to the right help center article, onboarding material, or in-product guide
Maintain accurate, consistent ticket documentation: issue categorization, resolution steps, and outcome logged for every interaction
Follow triage and escalation protocols consistently; use good judgment to distinguish between issues resolvable at the support tier and those requiring escalation
Meet SLA targets for response time and resolution time across all assigned channels
Flag recurring issues, product confusion patterns, and help center gaps to your team lead through regular cadences and proper documentation
As a member of the founding Platform Support team, contribute feedback and ideas that help shape team processes, documentation standards, and ways of working
Requirements
1–3 years of experience in a customer-facing role, with some exposure to product or technical support (SaaS, adtech, or digital marketing platforms preferred)
Ability to diagnose and resolve platform issues independently, without defaulting to escalation
Experience working within a ticketing or chat-based support system (Intercom, Zendesk, Salesforce Service Cloud, or similar), ideally at production volume
Comfort navigating ambiguous or incomplete problem descriptions and asking the right questions to surface root cause
Strong written communication skills: clear, concise, and professional in a high-volume async environment
Background in adtech, digital advertising, programmatic media, or connected TV (CTV/OTT) is a plus
Familiarity with self-serve advertising platforms and the types of issues small business advertisers commonly encounter is a plus
Resolution-oriented: drives tickets to closure without letting ambiguity become a reason to pass issues along
Resourceful: finds answers using available documentation and product knowledge before escalating
Feedback-oriented: surfaces patterns and product gaps proactively rather than treating every ticket as a one-off
Tech stack
IntercomZendeskSalesforce Service CloudSaaSadtechdigital marketing platformsself-serve advertising platformsConnected TV (CTV/OTT)programmatic media
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