Platform Support Analyst I

About the role

The Trade Desk is a global technology company that serves as the leading independent platform for digital advertising. With over 4,000 employees spread across more than 30 offices, we help advertisers connect with targeted audiences across the open internet. Our platform supports the growth of businesses and the creation of trusted journalism and quality entertainment.

Responsibilities

• Support for platform issues; ensure incidents 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
• Take initiative to develop innovative and immediate remedies to satisfy client needs while advocating for more permanent solutions with our Engineering or Product Teams
• 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 cases and projects, providing data-driven insights to the business
• Use AI tooling to assist with daily tasks and help identify areas for workload reduction
• Work with clients to help address issues and areas of frustration
• Light on-call/after-hours support

Requirements

• 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

Qualifications

• Experience in one or 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