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

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
Availability to become a (DCSS) designated support specialist for Gold or Platinum accounts (Nice to have)
Knowledge of DV360 (Nice to have)
Knowledge of Smart’s/LiquidM’s, Nowtilus’s, Sharethrhough’s or Dynadmics’ products/tools (Nice to have)

Senior Technical Support Specialist

Key skills