Platform Support Specialist
RemoteUnited States
United StatesRemoteFull TimeAdvertising SoftwareMedium
Full TimeMediumAdvertising Software
Job Summary
Diagnose and resolve platform-related issues for non-staffed customers, including account setup, billing, and campaign troubleshooting, aiming for first-contact resolution. Reproduce problems, cross-reference known behavior, and route escalated tickets to the correct teams with full context while maintaining accurate documentation. Prioritize inbound inquiries by urgency and SLA targets across multiple product areas, matching customers to self-service resources to reduce repeat inquiries. Flag recurring issues and product gaps to the team lead through regular cadences to help shape founding team processes and standards.
Required Qualifications
- 1–3 years of experience in a customer-facing role
- some exposure to product or technical support (SaaS, adtech, or digital marketing platforms)
- Ability to diagnose and resolve platform issues independently, without defaulting to escalation
- Experience working within a ticketing or chat-based support system (Intercom, Zendesk, Salesforce Service Cloud, or similar), ideally at production volume
- Comfort navigating ambiguous or incomplete problem descriptions and asking the right questions to surface root cause
- Strong written communication skills: clear, concise, and professional in a high-volume async environment
Desired Qualifications
- Background in adtech, digital advertising, programmatic media, or connected TV (CTV/OTT)
- Familiarity with self-serve advertising platforms and the types of issues small business advertisers commonly encounter
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.