AdTechTalent
Ad Ops2 months agoOn-site

DoubleVerify

Sr. Client Support Analyst

Exceltechnical supportSaaSad techDSPprogrammaticad verificationFreshdeskJiraConfluenceLooker StudioChrome Developer ToolsCharles ProxyAIclient supportdata analysis

Key details

Salary

Not specified

Employment type

Full-time

Seniority

Senior

Years experience

3-5

Location

New York, US

Full job description

The Senior Client Support Analyst at DoubleVerify is responsible for resolving complex technical issues for publisher clients using the DVPS SaaS platform. This role acts as an escalation point for level 2 technical problems, collaborates with Product, Engineering, and Client Development teams, and creates documentation and playbooks to improve support processes. The analyst will use advanced Excel skills for data analysis and custom solutions, maintain expert knowledge of DVPS products and ad verification trends, and mentor other support analysts. Candidates should have 4+ years of technical client support experience in SaaS or ad operations, strong analytical and communication skills, and familiarity with ad tech platforms such as DSPs and programmatic. Experience with Freshdesk, Jira, Confluence, Looker Studio, Chrome Developer Tools, Charles Proxy, and AI prompt design is preferred. The role is full-time, on-site at the NYC Global HQ, with a salary range of $68,000 to $129,000 plus bonus, equity, and benefits.

What you'll do

  • Serve as escalation point for complex level 2 technical issues across DVPS product suite
  • Build strong client relationships by delivering thoughtful solutions
  • Troubleshoot technical issues and identify root causes
  • Diagnose and resolve novel issues and create new playbooks
  • Design custom solutions using advanced Excel analysis and data manipulation
  • Document complex solutions and convert level 2 issues into level 1 processes
  • Partner with Product, Engineering, and Development teams to drive improvements
  • Maintain expert-level knowledge of DVPS products and industry trends
  • Perform advanced data analysis to support strategic decision-making
  • Provide guidance and mentorship to Client Support Analysts

Requirements

  • 4+ years in technical client support, SaaS platforms, ad operations, or similar client-facing roles
  • Excel power user with skills in complex formulas, data modeling, and analytical problem-solving
  • Hands-on experience with DSPs, ad serving, programmatic, or verification platforms
  • Self-motivated and accountable
  • Ability to translate technical complexity into clear explanations
  • Strong analytical instincts to identify root causes
  • Comfortable working without clear playbooks
  • Experience creating helpful documentation or processes
  • Preferred: experience with Freshdesk, Jira, Confluence, Looker Studio
  • Preferred: knowledge of Chrome Developer Tools and Charles Proxy
  • Preferred: background in publisher operations, brand safety, or fraud detection
  • Preferred: experience with AI prompt design, workflows, and implementation

Tech stack

ExcelFreshdeskJiraConfluenceLooker StudioChrome Developer ToolsCharles ProxyAI prompt design

Benefits

Bonus/commission (as applicable)EquityOther benefits (not specified)

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