Tech Support Lead - MediaMath Support (Remote) - Tokyo
Updated on: July 05, 2022
Technical Support Lead (Remote)
We are seeking a client facing Technical Support Lead, well versed in online ad tech and systems to join our MediaMath Support team. You will become a subject matter expert on MediaMath and other platforms provided internally and externally, reinforcing best practices for campaign setup, troubleshooting, and issue resolution.
Our platform handles billions of transactions every hour. The MM Support 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 MediaMath products and campaign issues that users may be experiencing, you will actively manage and resolve level 1 and 2 support cases following 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. In addition, you will be responsible for managing Critical Incidents escalations to the Engineering team, providing a very detailed investigation result, and collaborating with those teams to ensure a fast resolution.
Why We Work at MediaMath
We are restless innovators, smart, passionate, and kind. At the heart of our culture are six values that provide a framework for how we approach our work and the world: Teams Win, Scale + Innovation, Obsess Over Learning & Growth, Align then Execute, Do Good Better, and Embrace the Journey. These values inform how we energize one another and engage with our clients. They get us amped to come to work.
Founded in 2007 as a pioneer in "programmatic" advertising, MediaMath is recognized as a Leader in the Gartner 2020 Magic Quadrant for Ad Tech and has won Best Account Support by a Technology Company for two years in a row in the AdExchanger Awards.
MediaMath is committed to equal employment opportunity. It is a fundamental principle at MediaMath not to discriminate against employees or applicants for employment on any legally-recognized basis including, but not limited to: age, race, creed, color, religion, national origin, sexual orientation, sex, disability, predisposing genetic characteristics, genetic information, military or veteran status, marital status, gender identity/transgender status, pregnancy, childbirth or related medical condition, and other protected characteristic as established by law.