Technical Product Specialist

Product Support Specialist, Australia

The 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 acts as the link between the Account Management and Implementation teams as well as the Product and Engineering teams. The Product Support 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

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