Platform Support Analyst I

About the role

The Trade Desk is a global technology company and the world’s leading independent platform for digital advertising, with nearly 4,000 employees across more than 30 offices. Our technology helps advertisers reach the right audiences across the open internet — from streaming TV and podcasts to mobile apps, news, and more. 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, interested in learning and supporting a groundbreaking media buying platform built for the open internet. There is plenty of room for advancement in this role within the department or otherwise within our company.

Responsibilities

• 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

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

Bonus Traits

• 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

Pay

The base salary range for this role is $48,200—$88,300 USD.

Benefits

• 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 for full-time employees up to 120 hours through the first year and 160 hours thereafter
• Around 13 paid holidays per year
• Eligibility to become The Trade Desk shareholders through stock-based compensation grants
• Ability to purchase The Trade Desk stock at a discount through the Employee Stock Purchase Plan