Job Description

Platform Support Specialist, PromoteIQ

Microsoft Advertising

PromoteIQ provides intelligent vendor marketing solutions for the next generation of e-commerce. Our platform helps retailers implement, automate, and scale their brand-funded digital vendor marketing programs. We sit at the intersection of marketing and e-commerce and have a singular mission of empowering retailers and brands to maximize their e-commerce performance.

PromoteIQ embodies a strong startup culture that values diversity, collaboration and craftsmanship - and above all else, results. Our bias towards execution balances critical thinking, root analysis and pragmatic problem solving. We expect a lot from one another and value our thoughtful and intellectually curious company culture.

PromoteIQ is headquartered in New York City and supports a global footprint of e-commerce retailers and brands. The company was acquired by Microsoft in August 2019 and continues to operate as an independent division within Microsoft Advertising. Learn more at https://www.promoteiq.com. This position is based in our NYC/SoHo office.

Microsoft Advertising is a worldwide Sales, Marketing and Services organization on the cutting edge of the digital advertising industry. Microsoft Advertising offers a compelling portfolio of advertising products, innovative solutions and the opportunity to engage with some of the brightest minds in the digital industry. Microsoft Advertising is the destination for experienced, collaborative, and passionate digital advertising professionals seeking a rewarding career and lifestyle.

Who We're Looking For

PromoteIQ is seeking a motivated and dynamic client facing Platform Support Specialist to join our Technical Services team. As a Platform Specialist, you will become a subject matter expert on PromoteIQ and internal supporting platforms, work with customers and colleagues to diagnose and troubleshoot technical, operational, and analytical issues, and develop best practices for achieving optimized campaign performance.

PromoteIQ's Technical Services team plays a central role in the execution and implementation of our core solutions and is home to the operational and technical experts of the organization. Members of the Technical Services team work closely with both internal teams and clients to create and execute streamlined processes that ensure campaign success while delivering first class customer satisfaction.

As the first line of defense for PromoteIQ's products and campaign issues, you will actively manage and resolve level 1 and 2 support cases. As the voice of the customer, you will work with internal teams to identify and develop solutions that improve the client's user experience.

This role requires a strong mix of customer service and excellent troubleshooting, analytical, and problem-solving skills.

* Provide a first class customer experience while answering operational questions and troubleshooting/diagnosing/resolving customer issues
* Work with product and engineering teams to provide feedback and escalate new feature requests, bugs, etc. via Zendesk and Jira
* Manage and support the health of online advertising campaigns including campaign setup and QA
* Work with internal teams to identify and develop solutions to improve and streamline internal and client campaign operations
* Contribute to ongoing improvement of the team's processes, techniques, and solutions
* Bachelor's Degree - Quantitative field preferred (e.g., computer science, math, physical sciences, statistics, etc.) or equivalent experience
* Minimum 2 years of experience working in a client-facing role
* Experience troubleshooting and solving technically challenging problems and providing solutions
* Understanding of client-side web technologies (JavaScript, HTML, CSS); Experience with web debugging tools (Firebug, HTTPFox, Fiddler, Chrome Dev Console, etc.)
* Familiarity with databases and experience using SQL to query data
* Excellent written and verbal communication skills
* Comfortable working in a fast-paced, fun, and entrepreneurial environment
* Strong attention to detail, extremely well-organized and able to deliver against multiple simultaneous tasks with excellence

Preferred Qualifications

* Understanding of online advertising ecosystem and ad serving fundamentals
* Hands-on experience with online advertising technology and systems (TerminalOne, DoubleClick, Atlas, Amazon, etc.)

PromoteIQ MicrosoftAdvertising

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.