Platform Support

We are looking for experienced Platform Support professionals with an Advertising/Ad Operations background to support advertising products and partner platforms. The team will provide Tier 1 and Tier 2 support for related partner platforms, handling partner requests through Salesforce case queues and coordinating with Engineering and Product teams when required. The role involves case triage, troubleshooting, issue reproduction, user access and billing-related requests, platform feature guidance, and escalation of complex issues while ensuring SLA adherence and accurate case documentation. The role involves case triage, troubleshooting, issue reproduction, user access and billing-related requests, platform feature guidance, and escalation of complex issues while ensuring SLA adherence and accurate case documentation.

Responsibilities:

• Manage assigned partner support cases through Salesforce case queues, following priority, FIFO, routing, and SLA requirements.
• Provide Tier 1 and Tier 2 support for advertising platforms.
• Handle common partner requests including user access, billing inquiries, platform feature guidance, and configuration-related issues.
• Triage cases by validating case type, subtype, required information, and routing.
• Investigate reported issues and reproduce partner-facing issues through relevant portals and platforms.
• Identify whether an issue is related to configuration, portal behavior, data, user error, or a potential product/technical issue.
• Resolve issues within the defined support scope and escalate complex issues to Engineering/Product teams with complete troubleshooting details and supporting evidence.
• Maintain accurate case documentation, including investigation findings, actions taken, resolution details, and required case fields.
• Monitor and follow up on escalated cases through resolution and closure.
• Use Confluence, Jira, and available runbooks/SOPs to research known issues and follow established troubleshooting procedures.
• Identify recurring issues and trends and communicate potential process or product improvements to the appropriate teams.
• Maintain clear, concise, and professional communication with partners and internal stakeholders.

Required Skills

Advertising & Platform Support

• 3+ years of experience in Ad Operations and/or Advertising Platform Support.
• Strong understanding of digital advertising concepts, campaign/product workflows, and partner account structures.
• Experience troubleshooting platform, configuration, user access, and operational issues.
• Understanding of sponsored listings, performance advertising, and advertising platform workflows.
• Basic understanding of billing concepts within advertising platforms.
• Experience working in a structured Tier 1/Tier 2 support or case-management environment.

Case Management & Technical Skills

• Experience working with Salesforce or similar case/ticket management systems.
• Understanding of ticket prioritization, queue management, SLA, FIFO, and escalation processes.
• Ability to investigate and reproduce reported issues before escalation.
• Strong documentation skills with attention to case accuracy and completeness.
• Ability to work with knowledge bases, SOPs, and troubleshooting runbooks.
• Familiarity with Jira and Confluence.

Soft Skills

• Strong analytical and problem-solving skills.
• Excellent written and verbal English communication.
• Strong attention to detail and process adherence.
• Ability to manage multiple cases while maintaining SLA commitments.
• Strong ownership and accountability for cases through resolution.
• Ability to collaborate effectively with Engineering, Product, and internal support teams.
• Partner-focused mindset with a strong focus on resolution quality.

Preferred Skills

• Prior experience supporting AdTech, advertising platforms, or partner-facing digital platforms.
• Experience working with Salesforce/similar case queues.
• Experience coordinating with Engineering or Product teams for technical escalations.
• Experience supporting North American clients or working in US/NA business hours is preferred.