Platform Support Specialist

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

At MNTN, we put our people first, full stop. This allows our company culture to be defined by our team members and their shared values, like trust, ambition, quality, radical honesty, and compassionate leadership. It's why we all really love working for the Hardest Working Software in Television™ (and also why we were named one of Ad Age's Best Places To Work in 2026.)

We pride ourselves on bringing unrivaled performance and simplicity to Connected TV advertising. Our self-serve technology makes running TV ads as easy as search and social, helping brands drive measurable conversions, revenue, site visits, and more. It's what led MNTN to being named one of Fast Company's Most Innovative Companies in 2023. You can learn more about us and everything we do by visiting https://mountain.com/ .

We're committed to innovation that empowers, not replaces. At MNTN, AI is a tool for growth, enhancing efficiency while keeping a people-first approach. Our goal is to streamline workflows and drive new solutions-without compromising the human element that makes our company great.

So if wanting to do more, own more, and make a bigger impact comes naturally to you, then you may be the person we're looking for to join us in our next stage of growth.

We're looking for a Platform Support Specialist to join MNTN's growing customer support function and serve as a primary point of contact for non-staffed customers, small businesses using MNTN's self-serve advertising platform without a dedicated customer success representative. In this role, you'll support the full customer experience for this segment: diagnosing issues, resolving problems at first contact where possible, and connecting customers with the right resources to help them succeed independently. This is a high-volume, product-focused role where success is defined by speed, accuracy, and the ability to get customers unstuck without unnecessary escalation. This is a founding role. You'll be joining a net-new support org at the ground level, with the opportunity to help shape how Platform Support operates by following and providing feedback on the processes, standards, and culture that the function will be built on.

What you'll do

• Work a daily queue of inbound customer inquiries across multiple product areas, prioritizing by urgency and SLA targets
• Diagnose and resolve platform-related issues, including account setup, billing, product navigation, campaign troubleshooting, and general how-to questions, at first contact whenever possible
• Ask targeted clarifying questions, reproduce problems where possible, and cross-reference known platform behavior to get to root cause quickly
• When escalation is required, document the issue thoroughly and route it to the correct team with full context
• Build working knowledge of available self-service resources and match customers to the right help center article, onboarding material, or in-product guide
• Maintain accurate, consistent ticket documentation: issue categorization, resolution steps, and outcome logged for every interaction
• Follow triage and escalation protocols consistently; use good judgment to distinguish between issues resolvable at the support tier and those requiring escalation
• Meet SLA targets for response time and resolution time across all assigned channels
• Flag recurring issues, product confusion patterns, and help center gaps to your team lead through regular cadences and proper documentation
• As a member of the founding Platform Support team, contribute feedback and ideas that help shape team processes, documentation standards, and ways of working

What success looks like

• Customers reach resolution quickly and consistently, without needing to expand or follow up
• First-contact resolution rates are high and SLA targets are met across all channels
• Customers are directed to self-service resources effectively, reducing repeat inquiries on the same topics
• Ticket documentation is clean, consistent, and useful for queue reporting and trend analysis
• Your team lead receives clear, timely signal on recurring issues and product friction, not just one-off observations
• You've contributed meaningfully to the foundation of the Platform Support org, actively engaging with and helping refine the processes and standards as they're established

What you bring

• 1-3 years of experience in a customer-facing role, with some exposure to product or technical support (SaaS, adtech, or digital marketing platforms preferred)
• Ability to diagnose and resolve platform issues independently, without defaulting to escalation
• Experience working within a ticketing or chat-based support system (Intercom, Zendesk, Salesforce Service Cloud, or similar), ideally at production volume
• Comfort navigating ambiguous or incomplete problem descriptions and asking the right questions to surface root cause
• Strong written communication skills: clear, concise, and professional in a high-volume async environment
• Background in adtech, digital ad