Product Support Specialist

Technical Product Specialist, Australia

The Technical Product Specialist delivers excellence with a strategic focus, ensuring that customers are incredibly satisfied with the AppNexus platform. Internal relationships are core to the role as this person acts as the link between the Account Management and Implementation teams as well as the Product and Engineering teams. The Technical Product Specialist enjoys digging into problems, provides highly responsive professional communication, and effectively coordinates internal resources.

This role is great for someone who loves solving complex problems for customers. This role is also a great opportunity for someone who is motivated to build strong technical skills in a supportive environment while learning the inner workings of the world's largest independent ad tech company.

About the job:

  • Deliver post-implementation product support to AppNexus customers
  • Manage customer support cases on a daily basis, which includes verifying cases, analyzing data, isolating and diagnosing the problem, resolving the issue and communicating the resolution to the client
  • Coordinate with Product Management and Engineering teams in identifying, reporting, and resolving product issues or opportunities for improvement
  • Develop an online knowledge base of known issues/solutions to share with colleagues both locally and overseas
  • Provide assistance when needed and share product knowledge with Client Services team members
  • Nurture close relationships with clients to become a trusted advisor


About your skills:

  • Outstanding troubleshooting, analytical, and problem-solving abilities
  • Demonstrable passion for learning new technologies
  • Versatile, with great organizational skills; structured thinker, yet entrepreneurial
  • The desire to proactively achieve goals while being an excellent team player


Beneficial tech skills (if you don't have all of them, you can learn them at AppNexus!):

  • Internet technologies such as HTML, CSS, JavaScript, PHP, web servers, and other internet/networking-related protocols
  • SQL scripting and relational databases
  • APIs, particularly RESTful is helpful


More about you:

  • You are passionate about and thrive in a culture of learning and teaching. You love challenging yourself to constantly improve, and sharing your knowledge to empower others
  • You are the type of person who takes risks when looking for novel and creative solutions to complex problems. If faced with roadblocks, you continue to reach higher because you want to make greatness happen
  • You care about solving big, systemic problems. You look beyond the surface to understand root causes so that you can build complete and long-term solutions for the whole ecosystem
  • You believe in not only serving customers, but also empowering them by providing the knowledge and tools to build better businesses and solutions for themselves
  • You want to be part of an international and diverse organization with a transparent and agile environment where you can communicate freely and openly


AppNexus is proud to offer equal opportunity in all aspects of employment. We strive to foster a diverse, inclusive and engaging work environment. We welcome applications from all candidates and look forward to receiving yours! Our inclusivity in action:
  • Partnering with Path Forward to offer returnships to help caregivers reenter the workforce
  • Sharing feedback openly through roundtable discussions on how to make progress on our Diversity & Inclusion goals
  • Galvanizing diversity and inclusion through our affinity groups (including OutNexus, AppNexus Women’s Network, AppNexus Latino Alliance and BlackNexus to name just a few!)
  • Partnering with Fairygodboss to support our commitment to women’s advancement in tech
  • Providing reasonable accommodations for people with disabilities, both for interviewees and for employees. Should you require an accommodation, please let us know at your earliest convenience so that we can make arrangements


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