Platform Support Analyst I

Bachelor’s Degree from a four-year university or relevant substitute experience
3+ years relevant work experience as a technical support representative in a small or medium sized business
2+ years of AdTech experience (Advanced knowledge of RTB, DSPs, ad exchanges, aggregators, ad servers, and other optimization platforms)
Outstanding troubleshooting, analytical, and problem-solving abilities, along with an ability to collaborate cross-functionally in a fast-paced start-up environment
Strong SQL and HTML experience
Advanced MS Excel skills: ability to draw insights from large datasets, use of pivot tables, formulas, etc.
Ability to use independent judgement, decision-making, and unique approaches to routinely troubleshoot problems related to AdTech and user experience issues
Effective time management skills – ability to prioritize and meet deadlines
Outstanding written and verbal communication skills, including an ability to explain complex subjects to a non-technical audience.

Support for application issues; ensuring that incidents within our platform or tools are addressed within established SLAs
Multi-task, manage, and resolve technical application support requests
Problem-solving and troubleshooting
Executing stored procedures and querying our database using SQL
Maintain the company’s ticketing system; answer, troubleshoot, and resolve various technical issues related to The Trade Desk’s trading platform
Take initiative to develop innovative and immediate remedy to satisfy client needs while advocating for more permanent solutions with our Engineering or Product Teams where needed
Contribute to the company’s Knowledge Base by creating and managing new documentation while improving existing documentation
Coordinate in-depth training on support-related tools and processes
One to one mentoring and helping team members on technical case work
Ensure trackability on all case and project work, to provide data driven insights to the business
Light on-call/after-hours support.

Experience in one of more of the following Salesforce, Jira, Confluence, Postman, Vertica, SSMS, Tableau
Experience with one or more of the following AdTech specific troubleshooting skills: offline attribution, tracking tags, pixels, html5 creatives, discrepancies, campaign troubleshooting/optimization
Experience in agile/scrum or related collaborative workflow