Platform Solutions & Operations Specialist

Key Responsibilities

Initial Technical Troubleshooting & Support

• Investigate and resolve complex client issues related to campaign delivery, tracking, and reporting
• Validate campaign setups and identify potential configuration issues

Escalation & Case Ownership

• Follow a structured case-handling approach to ensure consistency and quality
• Ensure clear communication and follow-ups throughout the lifecycle of a case
• Escalate incidents to internal teams (Product, Engineering) or external partners, ensuring all escalations are well-structured, documented, and actionable

Cross-Functional Collaboration

• Work closely with Product, Engineering, and external teams
• Translate technical findings into clear explanations for clients and stakeholders
• Contribute to improving internal workflows and escalation processes

Requirements

• 2+ years of experience in technical support, customer support, or operations
• Upper Intermediate English
• Experience handling client inquiries and escalations in a structured and professional manner
• Experience working with ticketing systems (e.g. Jira, Intercom)
• Strong communication skills
• Strong analytical thinking and problem-solving skills
• Strong attention to detail and ownership of tasks and cases

Additional Qualifications

• Experience in digital advertising, media measurement, or marketing data platforms
• Understanding of cross-platform measurement and attribution
• Familiarity with DSPs and ad servers
• Experience analyzing data discrepancies and identifying root causes

 What success looks like in this role

• Provides clear, structured, and professional communication to clients and internal teams
• Ensures high-quality case handling through a structured and consistent approach
• Contributes to improving support processes and overall data quality