Technical Support Specialist

Ann Arbor, MI
December 21, 2024
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Job Description

As a Technical Support Specialist, you will provide our customers and partners with world class service. We are on the front lines of incoming requests from both internal and external users of our platform. We handle requests spanning data investigation to ad operation requests. Because of the nature of the role, you will work closely with all our teams on a daily basis – from client services to engineering to make sure we do the right thing for our customers.

The Work

  • Utilize Salesforce to provide timely troubleshooting and resolution for tickets.
  • Collect information and document bugs (in Jira) for engineers and escalate appropriately based on the impact to the client.
  • Using technical skills to investigate issues within any of the Koddi platforms or system issues.
  • Triaging and prioritizing all support issues with technical teams (R&D, Project Management, Product, Operations) and work closely with internal teams to plan releases and ensuring quality of issue resolutions once resolved
  • Working closely with our Koddi Account Management teams to identify issues in the platform and back end technology
  • Create internal process/ troubleshooting documentation so that common or emerging issues can be addressed/looked into before they become serious or widespread
  • Participate in weekend and holiday on-call rotation.

Who You Are

  • You have at least 2 years of experience in a customer support role providing technical support in a SaaS organization
  • A technical support enthusiast with strong troubleshooting skills and an ability to navigate through multiple product environments
  • You are familiar with CRM systems and support practices (Zendesk, Salesforce, etc.)
  • You have a well-developed track record with database knowledge and SQL querying
  • You have a basic knowledge of Excel data manipulation (i.e. pivot tables, vlookups)
  • You have a baseline technical skills in APIs and using Postman Collections and Runner to make API calls
  • You have excellent analytical, problem solving, oral and written communication skills
  • You desire to be a part of a fast paced and high energy work culture where you may need to multitask
  • You enjoy problem solving and display an eagerness to learn new technologies/skills
  • You rely on researching and troubleshooting skills when presented with an unfamiliar or undocumented technical issues
  • AWS or other cloud experience is a plus

ABOUT KODDI

Koddi’s award-winning ad technology platform provides a robust network for brands to connect with consumers and drive revenue through native sponsored placements, metasearch, and programmatic media campaigns. 

Based in Fort Worth, Texas, Koddi has additional office locations in New York, Ann Arbor, Austin, San Francisco, and Düsseldorf. We embrace all ways of working inclusive of remote work, in-office work or hybrid work – we want your best self and will support your work preference based on your needs and Koddi’s need. 

Koddi has been ranked by Forbes, Deloitte, and the Inc. 5000 as one of the fastest-growing companies in the nation. We’re on a mission to forge a better path to discovery through integrity, insights, inclusivity, and innovation. Come join us!