Platform Support Analyst I

About the Role

Key Responsibilities

• Support for application issues; ensuring that incidents within our platform or tools are addressed within established SLAs
• Responsible for owning incidents, including escalating to other technical teams
• Multi-task, manage, and resolve transactional application support requests
• Problem-solving and troubleshooting various technical issues related to the Trade Desk's Trading Platform Application
• 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 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 relevant work experience as a technical support representative in a small or medium-sized business
• Advance troubleshooting and problem-solving capabilities, along with an ability to collaborate cross-functionally in a fast-paced start-up environment
• Mid-level to advanced experience with Programming languages (HTML, Java, JavaScript, Vast XML) is a plus
• Experience handling complex datasets, identifying trends within the data, and performing comparisons between multiple data sources
• Mid-level to advanced experience with databases, SQL, APIs - Able to create queries to retrieve records, aggregate data from various sources, and understand underlying data structures
• Mid-level to advanced knowledge of Excel and MS Office, including pivot tables, chart-making, and manipulation of large data sets is a plus
• Proficient knowledge of RTB, DSPs, ad exchanges, aggregators, ad servers, and other optimization platforms is a plus
• Effective time management skills with the ability to prioritize and meet deadlines
• Outstanding written and verbal communication skills, including the ability to explain complex subjects to a non-technical audience

Nice to Have

• Mid-level to advanced experience with Programming languages (HTML, Java, JavaScript, Vast XML)
• Experience with handling complex datasets and data analysis
• Knowledge of Excel and MS Office tools
• Proficiency with RTB, DSPs, ad exchanges, ad servers, and optimization platforms
• Previous experience in online advertising or technology

Qualifications

• Bachelor's Degree from a four-year university or relevant substitute experience
• 4+ years relevant work experience as a technical support representative

Benefits & Perks

• Comprehensive healthcare (medical, dental, and vision) with premiums paid in full for employees and dependents
• Retirement benefits such as a 401k plan and company match
• Short and long-term disability coverage
• Basic life insurance
• Well-being benefits
• Reimbursement for certain tuition expenses
• Parental leave
• 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-based compensation through Employee Stock Purchase Plan