Platform Support Specialist (AdTech)

Location: United States; remote role

Company

hirify.global provides self-serve advertising software for brands across Connected TV, web, and mobile, with a focus on performance marketing and measurable campaign results.

What you will do

• Manage a daily queue of inbound customer inquiries across multiple product areas, prioritizing issues by urgency and SLA targets.
• Diagnose and resolve account setup, billing, product navigation, campaign troubleshooting, and general how-to issues at first contact whenever possible.
• Ask targeted questions, reproduce problems, and use known platform behavior to identify root causes quickly.
• Document escalated issues thoroughly and route them to the appropriate team with complete context.
• Direct customers to relevant help center articles, onboarding materials, and in-product guides.
• Maintain accurate ticket records, follow triage protocols, meet response and resolution SLAs, and provide feedback on recurring issues and support processes.

Requirements

• 1–3 years of experience in a customer-facing role with exposure to product or technical support.
• Ability to diagnose and resolve platform issues independently without defaulting to escalation.
• Experience with a ticketing or chat-based support system such as Intercom, Zendesk, or Salesforce Service Cloud.
• Ability to clarify ambiguous problem descriptions and identify root causes.
• Strong written communication skills for a high-volume asynchronous environment.
• Resourcefulness, resolution-oriented judgment, and a proactive approach to identifying product gaps.

Nice to have

• Experience with SaaS, adtech, digital marketing platforms, programmatic media, or Connected TV.
• Familiarity with self-serve advertising platforms and common small-business advertiser issues.

Culture & Benefits

• Founding role in a newly established Platform Support organization.
• Opportunity to shape support processes, documentation standards, and ways of working.
• People-first culture built around trust, ambition, quality, radical honesty, and compassionate leadership.
• Remote work arrangement in the United States.