Senior Technical Support Engineer

Kevel

24d•$100,000 - $150,000•Remote

About The Position

The Support team is responsible for monitoring our ticket queue, responding to inquiries from customers and internal team members, investigating and troubleshooting questions/issues, updating Kevel documentation, as well as helping customers understand their existing Kevel configuration so that they can effectively use Kevel to achieve their desired outcomes. This primarily includes answering questions related to: Ad Decisioning, Pacing, Targeting and Reporting Investigation and Troubleshooting. The ideal candidate will be comfortable investigating, recreating, troubleshooting, escalation management and resolution of questions related to ad decisioning, pacing, targeting and reporting. Kevel products and services, covered in Kevel’s Knowledge Base. Current configuration of a customer’s network, inventory and campaigns. User Management and helping existing customers with accessing Kevel and managing users.

Requirements

At least 4 years of experience in a technical support environment
Strong experience working with AWS/S3/Athena, Datadog, Github, Hubspot, Postman, Readme and Retool or similar types of software
Significant experience working with Excel/Google Sheets for data analysis.
Knowledge of scripting languages (e.g. JavaScript, Python, cURL) for tool development, automation and troubleshooting.
Knowledge of databases (e.g. SQL, MySQL, PostgreSQL) and ability to query, troubleshoot, and resolve customer issues using SQL.
Experience working alongside or with enterprise level companies
The ideal candidate will be available to work primarily West Coast US hours

Nice To Haves

Software Development experience a plus, but not required
Previous knowledge in adtech, retail media or commerce media is a plus!

Responsibilities

Provide technical support for all Kevel products and customers via email, Slack and Zoom meetings
Investigate and resolve technical issues, primarily related to topics above i.e. ad decisioning, pacing, targeting and reporting, as well as product information, configuration settings and user management
Monitoring and managing the support ticket queue
Manage escalation of investigations, incidents and bugs to Kevel’s Engineering team
Help improve service and product quality by surfacing customer feedback to appropriate internal teams, such as the Product Team
Contribute to writing, editing and proofreading materials for the company's products, including documentation, manuals, instructional materials, etc.
Develop tooling to improve support investigations and resolutions
Perform other duties and responsibilities as required or requested

Benefits

Fully Remote Team: We are a 100% remote work environment with employees located around the world. You are welcome to work from home, one of our offices, a WeWork office, or an equivalent co-working space.
Flexible Working Hours: We understand our employees have their own lives, responsibilities and working preferences. We trust our employees to communicate with their managers, and work when they work best.
Comprehensive Health Benefits - Kevel provides 100% employer paid medical benefits for our employees and their children, plus comprehensive, affordable coverage for all other dependents.
Savings opportunity for the Future: Kevel offers retirement savings plans with employer contributions so employees can save toward future financial objectives.
Rest and Relaxation: Unlimited personal time off - and we mean it! We trust our employees to take the time they need, whenever they need it. We also offer Paid Holidays + a Kevel Holiday Break (from 12/24 - 1/1 every year!)
Kevelfest: Our annual corporate retreat! The entire Kevel team gets together once a year for a four - day in - person event filled with collaboration, team building, celebration and fun!
Home Office Stipend: You’ll receive a new windows or mac machine (your choice) + a $500 home office allowance to purchase what you need to set up your work space properly!
Parental Leave Support: We support all parents with salary continuation and benefits when our employees are growing their families.
Free press benefits: Kevel believes all employees should have access to legitimate news sources. You’ll receive a $300 annual allowance to subscribe to the news source of your choice.
You’ll work with an award winning team! We’ve won numerous Best Places to Work Awards for several years and counting! We’ve also won many awards for our Innovation, Business Intelligence, and our best-in-class products (Software of the Year, Cloud Company of the Year, Best Ad Tech and API Innovator).
Full transparency. We embrace transparency and encourage you to read more about what we value through our Company Constitution and Employee Bill of Rights, our About Kevel page, and Careers Page.