Senior Technical Support Specialist

Equativ; Chennai District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Equativ in India (Tamil Nadu, Chennai District) seeks a Senior Technical Support Specialist to act as the primary customer contact, diagnose complex issues, and coordinate with Product and Engineering teams. The role requires strong communication across channels, deep technical knowledge in adtech stacks, and fluency in Hindi with working English.

You will join an international team and report to the Technical Support Director.

Qualifications

• 3 years of experience in customer-facing roles in a web-based environment
• 2+ years of experience in the Adtech environment (Deals, Programmatic, SSP, Adserver, DSP, SSAI (CTV) etc)
• Experience with troubleshooting, SQL, JavaScript, CSS/HTML, APIs, and Mobile SDKs
• Ability to document technical customer issues into notes that are consumable by other users
• Consistent delivery on commitments - great organizational skills with exceptional follow-through and attention to detail
• Customer service orientation with a demonstrated desire to exceed expectations – ability to serve multiple customers
• Fluent in Hindi + working proficiency in English

Responsibilities

• Be the principal and first touchpoint of the customer’s experience/journey
• Maintain outstanding and detailed communication with customers through different channels for prompt support
• Resolve and communicate incidents and bugs with appropriate stakeholders
• Investigate and troubleshoot SaaS solutions and solve web-related issues for top-Tier customers
• Perform in-depth troubleshooting, including database analysis and reading system logs
• Understand our technologies and become product experts to help clients
• Coordinate with Product Management and Engineering to identify, report, and resolve product issues or opportunities for improvement

Skills

Troubleshooting

SQL

JavaScript

CSS/HTML

APIs

Mobile SDKs

Adtech

Job description

About the team

Our highly dedicated Services team has both the art and the science for delivering customer satisfaction.

People in the team share a passion for helping our clients to surpass their digital business goals. They grow in a demanding environment, combine technical and consultative skills, and are ready to tackle the most complex challenges to empower our customers to get the best of our platforms.

Senior Technical Support Specialists are customer care profiles and technical experts of our solutions, always ready to help demanding clients and investigate technical issues.

You’ll join an amazing international team based in India, and report directly to Leandro, our Technical Support Director.

• Being the principal and first touchpoint of the customer’s experience/journey
• Keeping an outstanding and detailed communication with our customers through our different channels to provide accurate and prompt support
• Resolve and widely communicate incidents and bugs with appropriate stakeholders
• Investigate and troubleshoot SaaS solutions and solve web-related issues for top-Tier customers
• Perform in-depth troubleshooting, including database analysis and reading system logs, to solve complex support issues
• Understand our technologies and become product experts to help our clients.
• Coordinate with Product Management and Engineering teams in identifying, reporting, and resolving product issues or opportunities for improvement

Required:

• 3 years of experience in customer-facing roles in a web-based environment
• 2+ years of experience in the Adtech environment (Deals, Programmatic, SSP, Adserver, DSP, SSAI (CTV) etc)
• Experience with troubleshooting, SQL, JavaScript, CSS/HTML, APIs, and Mobile SDKs
• Ability to document technical customer issues into notes that are consumable by other users
• Consistent delivery on commitments - great organizational skills with exceptional follow-through and attention to detail
• Customer service orientation with a demonstrated desire to exceed expectations – ability to serve multiple customers
• Fluent in Hindi + working proficiency in English

Nice to have:

• Availability to become a (DCSS) designated support specialist for Gold or Platinum accounts
• Knowledge of DV360
• Knowledge of Smart’s/LiquidM’s, Nowtilus’s, Sharethrhough’s or Dynadmics’ products/tools