Senior Technical Support Engineer
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Job Description
Senior Technical Support Engineer providing technical support for Kevel's ad tech products and services. Responsible for investigating issues, managing tickets, and collaborating with engineering on escalations.
Responsibilities:
- Provide technical support for all Kevel products and customers via email, Slack and Zoom meetings
- Investigate and resolve technical issues, primarily related to topics above i.e. ad decisioning, pacing, targeting and reporting, as well as product information, configuration settings and user management
- Monitoring and managing the support ticket queue
- Manage escalation of investigations, incidents and bugs to Kevel’s Engineering team
- Help improve service and product quality by surfacing customer feedback to appropriate internal teams, such as the Product Team
- Contribute to writing, editing and proofreading materials for the company's products, including documentation, manuals, instructional materials, etc.
- Develop tooling to improve support investigations and resolutions
- Perform other duties and responsibilities as required or requested
Requirements:
- At least 4 years of experience in a technical support environment
- Strong experience working with AWS/S3/Athena, Datadog, Github, Hubspot, Postman, Readme and Retool or similar types of software
- Software Development experience a plus, but not required
- Significant experience working with Excel/Google Sheets for data analysis.
- Knowledge of scripting languages (e.g. JavaScript, Python, cURL) for tool development, automation and troubleshooting.
- Knowledge of databases (e.g. SQL, MySQL, PostgreSQL) and ability to query, troubleshoot, and resolve customer issues using SQL.
- Experience working alongside or with enterprise level companies
- Previous knowledge in adtech, retail media or commerce media is a plus.
Benefits:
- Fully Remote Team: We are a 100% remote work environment with employees located around the world.
- Flexible Working Hours: We understand our employees have their own lives, responsibilities and working preferences.
- Comprehensive Health Benefits - Kevel provides 100% employer paid medical benefits for our employees and their children, plus comprehensive, affordable coverage for all other dependents.
- Savings opportunity for the Future: Kevel offers retirement savings plans with employer contributions so employees can save toward future financial objectives.
- Rest and Relaxation: Unlimited personal time off - and we mean it!
- Paid Holidays + a Kevel Holiday Break (from 12/24 - 1/1 every year!)
- Kevelfest: Our annual corporate retreat!
- Home Office Stipend: You’ll receive a new windows or mac machine (your choice) + a $500 home office allowance to purchase what you need to set up your work space properly!
- Parental Leave Support: We support all parents with salary continuation and benefits when our employees are growing their families.
- Free press benefits: You’ll receive a $300 annual allowance to subscribe to the news source of your choice.
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