Communicate complex technical concepts to C-level executives and non-technical audiences. Document solutioning processes and review with the integration team. Provide technical guidance to the onboarding integration team. Conduct tailored demos, proofs of concept, and technical workshops to demonstrate product capabilities. Troubleshoot and resolve technical issues related to campaign setup, ad serving, programmatic campaigns, private marketplace (PMP) deals, measurement discrepancies, API integrations, and platform functionality Perform root cause analysis for recurring technical problems and work with Engineering teams to implement permanent solutions Handle escalated support tickets from Customer Success and Sales teams, providing detailed technical investigation and resolution Monitor platform health and proactively identify potential issues before they impact users Document technical issues and resolutions to build a comprehensive knowledge base for the support team and users Collaborate with Engineering teams to reproduce bugs, validate fixes, and test new platform features before release Diagnose programmatic advertising issues including bid request failures, deal activation problems, creative rejection issues, and real-time bidding (RTB) troubleshooting Support Private Marketplace (PMP) deal management by troubleshooting deal setup, targeting issues, budget pacing problems, and inventory availability challenges Resolve programmatic deal conflicts and investigate discrepancies between expected and actual deal performance metrics Support API integrations by helping advertisers and developers troubleshoot connection issues, authentication problems, and data formatting errors Analyze campaign performance discrepancies and identify technical causes for measurement differences, programmatic delivery issues, or deal-specific reporting problems Provide technical guidance to users on best practices for campaign optimization, programmatic deal management, proper platform usage, and feature implementation Escalate complex issues to appropriate engineering teams while maintaining clear communication with affected users Test new advertising products and features to identify potential issues before they reach production Create and maintain technical documentation including troubleshooting guides, FAQ sections, and user manuals Train Customer Success and Sales teams on common technical issues and their resolutions Monitor and respond to platform alerts to ensure rapid resolution of system-wide issues Minimum of 2 years of relevant work experience and a Bachelor's degree or equivalent experience.
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