Technical Support Lead (Remote)

Key Responsibilities

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.

You will:

• Troubleshoot and answer 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 operations
• Technical client management
• Act as an escalation point to more junior team members 
• Curate technical documentation & upkeep
• Perform integration testing & troubleshooting
• Partner and 3rd party product solution testing
• Support customer onboarding (technical POV) 
• Manage critical incident management 
• Working with product owners on improving and providing quick resolution to product issues
• Write and maintain product activation, support, and bidder documentation 

You have:

• Minimum 3-4 years of experience managing complexities such as online advertising campaign setup, QA, troubleshooting, and resolution across various key players
• Strong troubleshooting and problem-solving skills
• Ability to translate technical things in simple terms to a non-technical audience
• Ability to communicate at a deeper technical level
• Deep understanding of the adtech ecosystem as well as RTB, DSP, DMP, SSP, and dynamic ad-serving fundamentals
• Deep 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)
• Understanding of API calls

You are:

• Japanese and English speaker
• Personable, solutions-oriented, creative thinker
• Tech savvy and demonstrate outstanding research skills
• Process and client oriented
• Comfortable working in a fast-paced, fun, and entrepreneurial environment
• Strong communicator - written and verbal 
• Strong attention to detail and extremely well-organized
• Able to deliver against multiple simultaneous tasks with excellence
• Excellence in teamwork and collaboration

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.