Product Support Specialist

Product Support SpecialistThe Product Support 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 will work alongside the client consultancy team to provide complete technical and business support. The Product Support Specialistenjoys 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 customersManage customer support cases daily, which includes verifying cases, analyzing data, isolating and diagnosing the problem, resolving the issue and communicating the resolution to the clientCoordinate with Product Management and Engineering teams in identifying, reporting, and resolving product issues or opportunities for improvementDevelop an online knowledge base of known issues/solutions to share with colleagues both locally and overseasProvide assistance when needed and share product knowledge with Client Services team membersNurture close relationships with clients to become a trusted advisorAbout your skills:Outstanding troubleshooting, analytical, and problem-solving abilitiesDemonstrable passion for learning new technologiesStrong organization and process-orientation skills, while also being entrepreneurialAble to proactively achieve goals while being an excellent team playerMust be fluent in English and GermanBeneficial 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 protocolsSQL scripting and relational databasesAPIs, particularly RESTful is helpfulMore about you:You are passionate about a culture of learning and teaching. You love challenging yourself to constantly improve, and sharing your knowledge to empower othersYou like to take risks when looking for novel solutions to complex problems. If faced with roadblocks, you continue to reach higher to make greatness happenYou care about solving big, systemic problems. You look beyond the surface to understand root causes so that you can build long-term solutions for the whole ecosystemYou believe in not only serving customers, but also empowering them by providing knowledge and toolsLearn. Teach. Build.AppNexians make greatness happenJoin our communityAppNexus 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 diversity in action:Partnering with Path Forward to offer returnships to help caregivers reenter the workforceSharing feedback openly through round-table discussions on how to make progress on ourDiversity & Inclusion goalsCelebrating our diversity with affinity groups (including OutNexus, AppNexus Women’s Network, AppNexus Latino alliance and AppNexus Black Alliance to name just a few!)


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