AdTechTalent
Ad Ops24 days agoHybrid

Equativ

Senior Technical Support Specialist

technical supportcustomer serviceadtechprogrammaticSQLJavaScriptCSSHTMLAPIsMobile SDKstroubleshootingSaaSDV360

Key details

Salary

Not specified

Employment type

Senior Technical Support Specialist Permanent

Seniority

Senior

Years experience

3-5

Location

Chennai, India

Full job description

Senior Technical Support Specialist role focused on customer care and technical expertise in Adtech solutions. Responsibilities include being the first customer touchpoint, communicating with customers, resolving incidents, troubleshooting SaaS and web issues, performing database and log analysis, becoming product experts, and coordinating with Product and Engineering teams. Requires 3 years customer-facing experience in web environments, 2+ years in Adtech (Deals, Programmatic, SSP, Adserver, DSP, SSAI), skills in troubleshooting, SQL, JavaScript, CSS/HTML, APIs, Mobile SDKs, and fluency in Hindi with working English proficiency.

What you'll do

  • Being the principal and first touchpoint of the customer’s experience/journey
  • Keeping an outstanding and detailed communication with customers through 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 technologies and become product experts to help clients
  • Coordinate with Product Management and Engineering teams in identifying, reporting, and resolving product issues or opportunities for improvement

Requirements

  • 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

Tech stack

SQLJavaScriptCSSHTMLAPIsMobile SDKsDV360Smart’s/LiquidM’s productsNowtilus’s productsSharethrough’s productsDynadmics’ products

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