Senior Client Support Analyst (Adtech)

TL;DR

Senior Client Support Analyst (Adtech): Resolving complex technical issues for a SaaS platform for publishers with an accent on level 2 troubleshooting and data manipulation. Focus on diagnosing novel product issues, designing custom Excel solutions, and bridging the gap between clients and engineering teams.

Location: NYC Global HQ

Salary: $68,000 – $129,000

Company

A leading software platform for digital media measurement, data, and analytics providing transparency into digital advertising effectiveness for the world's largest brands.

What you will do

• Serve as the escalation point for complex level 2 technical issues across the DVPS SaaS platform for Publishers.
• Diagnose and resolve novel technical issues and create standard playbooks for the support team.
• Design custom solutions using advanced Excel analysis and data manipulation to address unique client requirements.
• Partner with Product, Engineering, and Development teams to identify and drive product improvements.
• Document complex solutions and convert level 2 issues into level 1 processes.
• Provide guidance and mentorship to Client Support Analysts to elevate team expertise.

Requirements

• 4+ years of experience in technical client support, SaaS platforms, or ad operations.
• Expert-level Excel skills, including complex formulas and data modeling.
• Hands-on experience with DSPs, ad serving, programmatic, or verification platforms.
• Ability to translate technical complexity into clear explanations for clients.
• Strong analytical instincts for root cause analysis.

Nice to have

• Experience with Freshdesk, Jira, Confluence, and Looker Studio.
• Working knowledge of Chrome Developer Tools and Charles Proxy.
• Background in publisher operations, brand safety, or fraud detection.
• Experience with AI prompt design, workflows, and implementation.

Culture & Benefits

• Eligibility for bonus, commission, and equity.
• Comprehensive benefits package.
• Collaborative, tight-knit team environment.
• Inclusive company culture that encourages diverse applicants.