Founding Platform Support Specialist - SaaS AdTech

mntn; United States; On-site; USD 60,000 - 85,000; Full time

Job summary

MNTN is seeking a Platform Support Specialist to join our growing customer support function, serving as the primary contact for non-staffed customers using our self-serve advertising platform. You will diagnose issues, resolve problems at first contact when possible, and connect customers with the right resources to help them succeed independently.

As a founding member of the Platform Support team, you’ll help shape processes, standards, and culture while delivering fast, accurate resolutions in

Qualifications

• 1–3 years in a customer-facing role, with exposure to product or technical support (SaaS/adtech/digital marketing preferred).
• Ability to diagnose and resolve platform issues independently, without escalation by default.
• Experience with ticketing or chat support systems (Intercom, Zendesk, Salesforce Service Cloud) at production volume.
• Strong written communication in a high-volume async environment.
• Background in adtech or digital advertising.

Responsibilities

• Handle a daily queue of inbound inquiries across product areas with urgency and SLA focus.
• Diagnose and resolve platform issues at first contact whenever possible.
• Ask clarifying questions, reproduce problems, and reference known platform behavior to identify root cause.
• Escalate with full context and route to the correct team when needed.
• Guide customers to self-service resources, onboarding material, or in-product guides.
• Maintain accurate, consistent ticket documentation for analysis and reporting.
• Contribute to shaping Platform Support processes and standards as a founding team member.

Skills

Customer support

SaaS

Adtech

Technical troubleshooting

Tools

Intercom

Zendesk

Salesforce Service Cloud

Job description

MNTN is seeking a Platform Support Specialist to join our growing customer support function, serving as the primary contact for non-staffed customers using our self-serve advertising platform. You will diagnose issues, resolve problems at first contact when possible, and connect customers with the right resources to help them succeed independently.

As a founding member of the Platform Support team, you’ll help shape processes, standards, and culture while delivering fast, accurate resolutions in