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Product Support Analyst - AdTech
Product Support Analyst - AdTechSSi People • New York, NY, US
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Product Support Analyst - AdTech

Product Support Analyst - AdTech

SSi People • New York, NY, US
15 hours ago
Job type
  • Full-time
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

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