Product Support Specialist

Product Support Specialist

The Product Support Specialist maintains a dedicated focus on ensuring that customers are incredibly satisfied with AppNexus platform. They are the link between the Commercial and the Product and Engineering teams. The Product Specialist exhibits a deep product expertise, highly responsive, empathic, professional and helpful communication, creative problem solving, effective coordination of internal resources, and superb prioritization skills. This role is perfect for someone who has a passion for delivering a high-quality customer experiences while supporting business outcomes.

About the team:

The Services team is dedicated to earning customer loyalty while building a world-class company together. We look for people who are consultative, analytical, technically minded, and passionate about helping others. Our team implements and supports customers on the AppNexus platform, obsesses about making them massively successful, and strategizes to help them surpass their goals. Real-time advertising can fundamentally transform our clients’ businesses, and we bring it to life for them.

About the job:

  • Provide post-implementation product support to AppNexus customers
  • Provide monitoring services for DSP clients, and proactive consultation on best practices
  • Analyze campaign setup and performance and offer recommendations for improvements
  • Record, enrich and deliver product feedback through standardized process
  • Manage customer support cases, which includes verifying cases, analyzing data, isolating and diagnosing the problem, and resolving the issue where possible; this may include periodic after-hours and weekend emergency on-call support
  • Coordinate with Product and Engineering teams in identifying, reporting and resolving product issues
  • Author, edit, publish and maintain an online knowledge base of known questions/issues/solutions/strategies
  • Share knowledge with Console Support team members


About your skills and experience:

  • 5 years of customer focused work experience
  • Leadership experience and/or a strong leadership interest and potential
  • Passionate about working in a fast-paced and fluid environment
  • Outstanding written and verbal communication skills
  • Ability to be an advocate for Clients internally and for our Brand and Products externally
  • Passionate about Customer Experience
  • Ability to work autonomously and as a member of a collaborative team
  • Strong desire to build and iterate on operational processes
  • Ability to partner with internal stakeholders to drive alignment


More 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 others
  • You like to take risks when looking for novel solutions to complex problems. If faced with roadblocks, you continue to reach higher 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 long-term solutions for the whole ecosystem
  • You believe in not only serving customers, but also empowering them by providing knowledge and tools


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 persons with disabilities, both for interviewees and for employees. Should you require an accommodation, please let us know at your earliest convenience so that we may make arrangements


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