Technical Platform Support Specialist

Department: Professional Services
Location: UK - London
Updated on: April 14, 2021

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MediaMath helps the world's top brands deliver personalized digital advertising across all connected touchpoints. Over 9,500 marketers in 42 countries use our demand-side platform every day to launch, analyze, and optimize their digital advertising campaigns across display, native, mobile, video, audio, digital out of home, and advanced TV formats.

MediaMath initiated an industry-wide effort to create a 100% accountable, addressable and aligned supply chain through SOURCE ecosystem. SOURCE by MediaMath is a technical and commercial framework for agencies, brands, tech companies, and content owners designed to provide long-term sustainable solutions for a clean digital media supply chain with brand-safe, viewable inventory. MediaMath has offices in 15 cities worldwide and is headquartered in New York City.

Key Responsibilities

We are seeking a client-facing Technical Platform Specialist 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 MediaMath 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 standardizing and training clients on trafficking procedures as well as troubleshooting and escalating support and product responsibilities.

You will:

  • Troubleshoot and answer all technical questions in a timely matter while providing first-class customer satisfaction
  • Support the ongoing setup and maintenance of online advertising campaigns - including but not limited to:
    • Creative trafficking & QA
    • 3rd party tag and tracker setup & QA
    • Data On-boarding
    • Product Activation & Assistance
    • Campaign setup QA & troubleshooting
  • Work with internal teams to identify and develop solutions that automate and improve internal and client trafficking operations
  • Work with product owners on improving and providing quick resolution to product issues
  • Provide clients and users with proper documentation when required as well as ad hoc querying of relevant databases
  • Be the first MediaMath Support point of contact for first level tier 1 clients
  • Facilitate training to internal and external clients
  • Identify possible flaws and/or suggesting improvements for current processes

You have:

  • Minimum 2-3 years of hands-on experience with more than one online advertising technology and systems (DoubleClick, Atlas, FBM, Sizmek, Flashtalking, etc.)
  • Minimum 1-2 years of experience managing complexities such as online advertising campaign setup, QA, troubleshooting, and resolution
  • Strong troubleshooting and problem solving skills
  • Strong understanding of RTB, DSP, DMP, SSP, and dynamic ad serving fundamentals
  • Strong 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:

  • Personable, solutions-oriented, creative thinker
  • Comfortable working in a fast-paced, fun, and entrepreneurial environment
  • A strong communicator - written and verbal
  • Extremely well-organized and strong attention to detail
  • Able to deliver against multiple simultaneous tasks with excellence
  • A champion of 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.