Sr. Analyst, Product Support

    • Boulder, CO

Description
• Provide post-implementation product support to AppNexus customers
• 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 issues/solutions
• Share knowledge with Console Support team members

Qualifications
About your skills and experience:

• 2-5 years of work experience
• Passionate about working in a fast-paced and fluid environment
• Excellent troubleshooting, analytical and problem-solving abilities with a tenacious commitment to finding the root cause of issues, along with an ability to collaborate cross-functionally
• Outstanding written and verbal communication skills
• Ability to work autonomously and as a member of a collaborative team
• Demonstrable passion for learning new technologies. Knowledge of SQL, HTML, Python and/or data analysis preferred
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

AT&T is inspiring human progress through the power of communication and entertainment.

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