Infillion's Catalina CR team is seeking a client-facing Technical Support Lead well versed in online ad tech and systems to join our Infillion Support team.
You will become a subject matter expert on Infillion Platform and other platforms provided internally and externally, reinforcing best practices for campaign setup, troubleshooting, and issue resolution.
Our platform handles millions of transactions every hour. Our Platform Support team is involved in the execution and implementation of some of the most exciting and innovative ad tech products Infillion has to offer. This team is home to the operational and technical experts of the organization and will not only work closely with internal teams to help create a streamlined process to ensure that clients are given the infrastructure for campaign success, but will also have a central focus on improving processes and tools, continuously driving efficiencies to deliver first class customer satisfaction.
As the first line of defense for Infillion products and campaign issues that users may be experiencing, you will actively manage and resolve level 1 and 2 support cases in accordance with our world class SLAs. As the voice of the customer, you will work with internal teams to identify and develop solutions that automate and improve the client’s experience.
This role requires a strong mix of customer service plus excellent troubleshooting and problem solving skills.
In addition, you will be responsible for standardizing and training clients on trafficking procedures as well as troubleshooting and escalating support and product responsibilities.
Responsibilities include but not limited to:
Troubleshooting and answering all technical questions in a timely matter while providing first class customer satisfaction
Work with internal teams to identify and develop solutions that automate and improve internal and client trafficking operations
Technical Client Management
Curating technical documentation & upkeep
Integration testing & troubleshooting
Partner and 3rd party product solution testing
Proactive technical monitoring & insights
Customer onboarding (technical POV)
Critical Incident Management
Working with product owners on improving and providing quick resolution to product issues
Writing up and maintaining product activation and support documentation
Writing up and maintaining bidder documentation
Continuous research on industry trends
Building internal tools where applicable
Requirements:
Background
Bachelor’s Degree - quantitative studies preferred (e.g., math, physical sciences, computer science, economics, statistics, etc.)
Minimum 3-4 years of experience managing complexities such as online advertising campaign setup, QA, troubleshooting, and resolution
Skills
Strong troubleshooting and problem solving skills
Deep understanding of RTB, DSP, DMP, SSP and dynamic ad serving fundamentals
Experience with HTML, Python, SQL Scripting and/or JavaScript
Experience with web debugging tools (Firebug, HTTPFox, Fiddler, Chrome Dev Console, etc.)
Understanding of client-side web technologies (JavaScript, jQuery, HTML, CSS, HTTP requests)
Excellent prioritization skills
Excellent understanding of API calls
Personal Impact
Personable, solutions oriented, creative thinker
Comfortable working in a fast-paced, fun, and entrepreneurial environment
Strong written and verbal communication skills
Strong attention to detail and extremely well-organized
Able to deliver against multiple simultaneous tasks with excellence
Excellence in teamwork and collaboration
Skills Required
- Bachelor's Degree
- Quantitative studies preferred (math, computer science, economics, statistics, physical sciences)
- 3-4 years experience managing online advertising campaign setup, QA, troubleshooting, and resolution
- Strong troubleshooting and problem solving skills
- Deep understanding of RTB, DSP, DMP, SSP and dynamic ad serving fundamentals
- Experience with HTML, Python, SQL scripting and/or JavaScript
- Experience with web debugging tools (Firebug, HTTPFox, Fiddler, Chrome Dev Console)
- Understanding of client-side web technologies (JavaScript, jQuery, HTML, CSS, HTTP requests)
- Excellent understanding of API calls
- Technical client management / customer-facing support experience
- Integration testing and troubleshooting experience
- Experience curating and maintaining technical documentation and product activation docs
- Experience with partner and 3rd party product solution testing
- Critical incident management experience
- Strong written and verbal communication, attention to detail, prioritization, and teamwork
- Experience building internal tools (where applicable)
What We Do
Catalina’s personalized digital media drives loyalty and measurable sales outcomes for the world’s leading CPG retailers and brands. Catalina is the market leader in shopper intelligence and highly targeted in-store and digital media that personalizes the shopper journey. Powered by the world’s richest real-time shopper database, Catalina helps CPG brands, retailers and agencies optimize every stage of media planning, execution and measurement to deliver $6.1 billion in consumer value annually. Catalina has no higher priority than ensuring the privacy and security of the data entrusted to the company and maintaining the consumer trust paramount to the continued success of its business partners and its own. Catalina has operations in the United States, Costa Rica, Europe and Japan.
