Platform Support Analyst I

As a Platform Support Analyst, you will use your customer-facing skills, relationship-building skills, and technical competence to help our Business Teams have excellent Platform experiences and provide top notch Platform Support. This role is for highly motivated, customer-centric, and self-directed individuals, who are interested in learning and supporting a groundbreaking media buying platform built for the open internet. Responsibilities include developing positive relationships with multi-functional partners such as Customer Service, Engineering, Product Managers, Technical Account Managers, and more to help facilitate platform improvements and drive customer experience. There is plenty of room for advancement in this role within the department or otherwise within our company. 

What you’ll do:

• Support for platform issues; ensuring that incidents within our platform or tools are addressed within established SLAs 

• Multi-task, manage, and resolve technical 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 remedies 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. 

• Use AI tooling to assist with daily tasks and to help identify areas where support could improve workload reduction  

• Work with clients to help address issues and areas of frustration 

• Light on-call/after-hours support. 

Who you are:

• 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 and cross-regionally as part of an agile Global team. 

• Strong client facing skills with the ability to assist in de-escalating issues 

• 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. 

• Proficient in AI tools 
  
• Light on-call/after-hours support. 

Bonus Traits: 

• 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 #LI-LM2

The Trade Desk does not accept unsolicited resumes from search firm recruiters. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of The Trade Desk. The Trade Desk is an equal opportunity employer. All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

The Trade Desk will consider qualified applicants with criminal histories for employment in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring, Ordinance No. 184652.