17 days ago
Toronto, CanadaMid Level
Responsibilities
- Own second-tier technical cases end to end, prioritizing them and keeping them within SLA.
- Investigate issues escalated by first-tier support and AdOps and drive them to resolution.
- Troubleshoot technical issues with clients and support account managers serving major brands.
- Handle reports received through Slack, Salesforce, email, and other channels.
- Verify campaign, pixel, and creative setup.
- Pull and analyze database data to produce insights and solutions for marketers.
- Document known issues, workarounds, and escalation paths.
- Collaborate with R&D, AdOps, Account Management, and Product to improve the platform.
Requirements
- Experience in technical support or technical solutions, ideally in ad tech, with a record of resolving customer-facing technical issues.
- Strong systematic and hypothesis-driven troubleshooting skills, including appropriate escalation judgment.
- Clear communication and the ability to work with technical and non-technical stakeholders and de-escalate frustrated clients.
- Working knowledge of web technologies including JavaScript, HTML, HTTP, iframes, cookies, and the DOM.
- Working knowledge of SQL for joins, aggregations, and CTEs.
- Scripting ability in JavaScript, Python, or a similar language.
- Comfort with Excel or Google Sheets, a text editor, Git, and the command line.
- Fluent English; additional languages are a plus.
- Preferred: prior ad tech experience and familiarity with Chrome DevTools, Salesforce, Jira, Google Analytics, Google Tag Manager, APIs, Postman, Insomnia, Claude, Gemini, n8n, or Workato.
Benefits
- Canada-based role operating during North American business hours and complementing the global support center in Slovenia.
- Competitive benefits and perks to support employees and their families.
- Development opportunities, collaboration, and continuous learning in a global, diverse workplace.
- Employee Resource Groups supporting environmental, women’s empowerment, charitable, and diversity, equity, and inclusion initiatives.
Tech Stack
Categories
Solutions Engineering
