Platform Support Analyst I

The Trade Desk; Los Angeles (CA); On-site; USD 48,200 - 88,300; Full time

Benefits offered by this job

Comprehensive health insurance

401(k) retirement plan

Paid vacation and holidays

Job summary

The Trade Desk in Los Angeles is hiring a Platform Support Analyst who will leverage their customer-facing and technical skills to enhance platform experiences. This role is focused on troubleshooting, managing support requests, and liaising with clients to ensure a smooth operation of The Trade Desk’s platform.

The ideal candidate will have experience in technical support, solid knowledge of SQL and AdTech, and exceptional analytical skills. Comprehensive benefits, including health coverage and stock options, are provided.

Qualifications

• Minimum 3 years relevant work experience as a technical support representative.
• 2+ years of AdTech experience.
• Outstanding troubleshooting and analytical abilities.

Responsibilities

• Support platform issues and resolve technical support requests.
• Maintain the company’s ticketing system.
• Ensure trackability on all case and project work.

Skills

Technical support

SQL

Analytical skills

Client-facing skills

Troubleshooting

MS Excel

AI tools

Education

Bachelor’s Degree or relevant experience

Tools

Salesforce

Jira

Confluence

Postman

Tableau

Job description

As a Platform Support Analyst, you will use your customer‑facing skills, relationship‑building skills, and technical competence to help our Business Teams have excellent Platform experiences and provide top‑notch Platform Support. This role is for highly motivated, customer‑centric, and self‑directed individuals who are interested in learning and supporting a groundbreaking media buying platform built for the open internet.

What you’ll do

• Support for platform issues; ensuring that incidents within our platform or tools are addressed within established SLAs
• Multi‑task, manage, and resolve technical support requests
• Problem‑solving and troubleshooting
• Executing stored procedures and querying our database using SQL
• Maintain the company’s ticketing system; answer, troubleshoot, and resolve various technical issues related to The Trade Desk’s trading platform
• Take initiative to develop innovative and immediate remedies to satisfy client needs while advocating for more permanent solutions with our Engineering or Product Teams where needed
• Contribute to the company’s Knowledge Base by creating and managing new documentation while improving existing documentation
• Coordinate in‑depth training on support‑related tools and processes
• One‑to‑one mentoring and helping team members on technical case work
• Ensure trackability on all case and project work, to provide data‑driven insights to the business
• Use AI tooling to assist with daily tasks and to help identify areas where support could improve workload reduction
• Work with clients to help address issues and areas of frustration
• Light on‑call/after‑hours support

Who you are

• Bachelor’s Degree from a four‑year university or relevant substitute experience
• 3+ years relevant work experience as a technical support representative in a small or medium sized business
• 2+ years of AdTech experience (Advanced knowledge of RTB, DSPs, ad exchanges, aggregators, ad servers, and other optimization platforms)
• Outstanding troubleshooting, analytical, and problem‑solving abilities, along with an ability to collaborate cross‑functionally and cross‑regionally as part of an agile Global team
• Strong client‑facing skills with the ability to assist in de‑escalating issues
• Strong SQL and HTML experience
• Advanced MS Excel skills: ability to draw insights from large datasets, use of pivot tables, formulas, etc.
• Ability to use independent judgement, decision‑making, and unique approaches to routinely troubleshoot problems related to AdTech and user experience issues
• Effective time management skills – ability to prioritize and meet deadlines
• Outstanding written and verbal communication skills, including an ability to explain complex subjects to a non‑technical audience
• Proficient in AI tools
• Light on‑call/after‑hours support

Bonus Traits

• Experience in one or more of the following: Salesforce, Jira, Confluence, Postman, Vertica, SSMS, Tableau
• Experience with one or more of the following AdTech specific troubleshooting skills: offline attribution, tracking tags, pixels, html5 creatives, discrepancies, campaign troubleshooting/optimization
• Experience in agile/scrum or related collaborative workflow

Compensation & Benefits

In accordance with various US state laws, the range provided is the Trade Desk’s reasonable estimate of the base compensation for this role. The actual amount may differ based on non‑discriminatory factors such as experience, knowledge, skills, and location. All employees may be eligible to become The Trade Desk shareholders through eligibility for stock‑based compensation grants, which are awarded to employees based on company and individual performance. The Trade Desk also offers other compensation such as variable compensation‑based incentives and commissions. The base salary range for this role is $48,200—$88,300 USD.

Expected benefits for this role include comprehensive healthcare (medical, dental, and vision) with premiums paid in full for employees and dependents, retirement benefits such as a 401(k) plan and company match, short and long‑term disability coverage, basic life insurance, well‑being benefits, reimbursement for certain tuition expenses, parental leave, sick time of 1 hour per 30 hours worked, vacation time for full‑time employees up to 120 hours in the first year and 160 hours thereafter, and around 13 paid holidays per year. Employees can also purchase The Trade Desk stock at a discount through The Trade Desk’s Employee Stock Purchase Plan.

Equal Opportunity

The Trade Desk does not accept unsolicited resumes from search firm recruiters. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of The Trade Desk.

The Trade Desk is an equal opportunity employer. All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

The Trade Desk will consider qualified applicants with criminal histories for employment in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring, Ordinance No. 184652.

Note: Interns are not eligible for variable incentive awards such as stock‑based compensation, retirement plan, vacation, tuition reimbursement or parental leave.

As an Equal Opportunity Employer, The Trade Desk is committed to creating an inclusive hiring experience where everyone has the opportunity to thrive.