Product Support Analyst - AdTech

SSi People; New York (NY); Remote; USD 80,000 - 100,000; Full time

Job summary

A dynamic staffing company is seeking a Product Support Analyst for their Advertising Product Operations team. This mid-senior level role focuses on supporting internal users by troubleshooting and driving operational excellence. The ideal candidate has over 3 years of experience in product operations and strong analytical skills. This position requires excellent communication and collaboration in a fast-paced environment, with proficiency in tools like Zendesk and Jira.

Qualifications

• 3+ years of experience in product operations, technical support, or solutions engineering.
• Strong troubleshooting and analytical skills.
• Proficiency with support/ticketing systems.

Responsibilities

• Serve as the first line of support for product-related questions.
• Troubleshoot and resolve technical or operational challenges.
• Develop documentation and reports to highlight trends.

Skills

Troubleshooting

Analytical skills

Problem-solving

Communication skills

Collaboration

Tools

Zendesk

Jira

Job description

Product Support Analyst – Ads Platform

About the Role

We’re looking for a Product Operations Analyst to join our Advertising Product Operations team, with a focus on supporting internal users and driving operational excellence. In this role, you’ll be the go-to partner for troubleshooting, issue resolution, and process improvement across our advertising products. You’ll collaborate closely with Product, Engineering, and cross‑functional stakeholders to ensure a seamless and high‑quality experience for internal teams and partners.

What You’ll Do

• Serve as the first line of support for product‑related questions and issues within the ads organization.
• Troubleshoot, investigate, and resolve technical or operational challenges, escalating when needed.
• Partner with front‑line teams to support complex investigations and optimize platform experiences.
• Work closely with Product Managers, Engineers, and stakeholders to understand functionality and resolve issues efficiently.
• Manage inbound support requests, assess priorities, and ensure timely communication and resolution.
• Develop clear documentation, insights, and reports to highlight trends and inform process improvements.
• Maintain strong global communication, including occasional collaboration across time zones.
• Contribute to process enhancements and support tool development to improve efficiency across the organization.

What We’re Looking For

• 3+ years of experience in product operations, technical support, or solutions engineering — ideally within the ad tech industry.
• Strong troubleshooting, analytical, and problem‑solving skills with the ability to identify root causes.
• Proficiency with tools such as Zendesk, Jira, or similar support/ticketing systems.
• Excellent written and verbal communication skills with a customer‑first mindset.
• Proactive and accountable, with the ability to manage issues through to resolution.
• Collaborative and adaptable, comfortable in a fast‑paced, scaling environment.
• Experience in advertising technology required.

Job Details

Seniority level: Mid‑Senior level
Employment type: Contract
Job function: Information Technology
Industries: Staffing and Recruiting