Platform Support Analyst I

About the Role

Key Responsibilities

• Support application issues, ensuring incidents within our platform or tools are addressed within established SLAs.
• Own incidents, including escalating to other technical teams as necessary.
• Manage and resolve transactional application support requests.
• Troubleshoot and resolve technical issues related to The Trade Desk's Trading Platform Application.
• Execute stored procedures and query the company's database using SQL.
• Maintain the company's ticketing system by answering, troubleshooting, and resolving technical issues related to the trading platform.
• Take initiative on tickets that can be completed without Development Team assistance.
• Contribute to the company's Knowledge Base by creating new articles and updating existing ones.
• Perform QA testing and validation.
• Coordinate in-depth training on support-related tools and processes.
• Provide light on-call/after-hours support.

Requirements

• Bachelor's Degree from a four-year university or relevant substitute experience.
• 4+ years of relevant work experience as a technical support representative in a small or medium-sized business.
• Advanced troubleshooting and problem-solving capabilities, with the ability to collaborate cross-functionally in a fast-paced environment.
• Mid-level to advanced experience with programming languages such as HTML, Java, JavaScript, Vast XML (plus).
• Experience handling complex datasets, identifying trends, and performing comparisons across multiple data sources.
• Mid-level to advanced experience with databases, SQL, APIs, including creating queries to retrieve records and aggregate data.
• Mid-level to advanced knowledge of Excel and MS Office, including pivot tables, chart creation, and large data set manipulation (plus).
• Proficient knowledge of RTB, DSPs, ad exchanges, ad servers, and optimization platforms (plus).
• Ability to troubleshoot platform-related issues independently, requiring judgment and decision-making.
• Effective time management skills to prioritize and meet deadlines.
• Outstanding written and verbal communication skills, with the ability to explain complex subjects to non-technical audiences.

Nice to Have

• Experience with programming languages such as HTML, Java, JavaScript, Vast XML.
• Experience with databases, SQL, and APIs.
• Knowledge of RTB, DSPs, ad exchanges, ad servers, and optimization platforms.
• Experience in online advertising or technology.

Qualifications

• Bachelor's Degree from a four-year university or relevant substitute experience.

Benefits & Perks

• Competitive base salary ranging from $48,200 to $88,300 USD.
• Comprehensive healthcare (medical, dental, vision) with premiums paid in full for employees and dependents.
• Retirement benefits including a 401k plan and company match.
• Short and long-term disability coverage.
• Basic life insurance.
• Well-being benefits and reimbursement for certain tuition expenses.
• Parental leave and sick time of 1 hour per 30 hours worked.
• Vacation time up to 120 hours in the first year and 160 hours thereafter.
• Approximately 13 paid holidays per year.
• Stock purchase plan at a discount.
• Other role-specific incentives such as sales-based incentives and commissions.