Technical Support Lead

Job description

Infillion's Catalina CR team is seeking a client-facing Technical Support Lead well versed in online ad tech and systems to join our Infillion Support team. You will become a subject matter expert on Infillion Platform and other platforms provided internally and externally, reinforcing best practices for campaign setup, troubleshooting, and issue resolution. Our platform handles millions of transactions every hour. Our Platform Support team is involved in the execution and implementation of some of the most exciting and innovative ad tech products Infillion has to offer. This team is home to the operational and technical experts of the organization and will not only work closely with internal teams to help create a streamlined process to ensure that clients are given the infrastructure for campaign success, but will also have a central focus on improving processes and tools, continuously driving efficiencies to deliver first class customer satisfaction. As the first line of defense for Infillion products and campaign issues that users may be experiencing, you will actively manage and resolve level 1 and 2 support cases in accordance with our world class SLAs. As the voice of the customer, you will work with internal teams to identify and develop solutions that automate and improve the client’s experience. This role requires a strong mix of customer service plus excellent troubleshooting and problem solving skills. In addition, you will be responsible for standardizing and training clients on trafficking procedures as well as troubleshooting and escalating support and product responsibilities. Responsibilities include but not limited to: Troubleshooting and answering all technical questions in a timely matter while providing first class customer satisfaction Work with internal teams to identify and develop solutions that automate and improve internal and client trafficking operations Technical Client Management Curating technical documentation & upkeep Integration testing & troubleshooting Partner and 3rd party product solution testing Proactive technical monitoring & insights Customer onboarding (technical POV) Critical Incident Management Working with product owners on improving and providing quick resolution to product issues Writing up and maintaining product activation and support documentation Writing up and maintaining bidder documentation Continuous research on industry trends Building internal tools where applicable Requirements: Background Bachelor’s Degree - quantitative studies preferred (e.g., math, physical sciences, computer science, economics, statistics, etc.) Minimum 3-4 years of experience managing complexities such as online advertising campaign setup, QA, troubleshooting, and resolution Skills Strong troubleshooting and problem solving skills Deep understanding of RTB, DSP, DMP, SSP and dynamic ad serving fundamentals Experience with HTML, Python, SQL Scripting and/or JavaScript Experience with web debugging tools (Firebug, HTTPFox, Fiddler, Chrome Dev Console, etc.) Understanding of client-side web technologies (JavaScript, jQuery, HTML, CSS, HTTP requests) Excellent prioritization skills Excellent understanding of API calls Personal Impact Personable, solutions oriented, creative thinker Comfortable working in a fast-paced, fun, and entrepreneurial environment Strong written and verbal communication skills Strong attention to detail and extremely well-organized Able to deliver against multiple simultaneous tasks with excellence Excellence in teamwork and collaboration