Sr. Client Support Analyst

DoubleVerify•New York, NY

About The Position

The Senior Client Support Analyst is a technical expert within our Publisher Client Services team who resolves complex client issues across our full product suite. You'll work alongside a tight-knit group of people who are as invested in solving problems as they are in supporting each other. This role serves as an escalation point for challenging technical issues, partnering closely with Product, Engineering, and Client Development teams to deliver solutions and drive continuous improvement. You'll own complex troubleshooting, create documentation that scales support across the team, and build trusted relationships with clients who rely on your expertise. Your work has real impact: you'll help inform our product roadmap while empowering publishers to confidently monetize their content while maintaining the quality and transparency they need to succeed.

Requirements

4+ years in technical client support, SaaS platforms, ad operations, or similar client-facing roles
Excel power user—complex formulas, data modeling, and analytical problem-solving are second nature
Worked hands-on with DSPs, ad serving, programmatic, or verification platforms
Self-motivated and accountable
Ability to translate technical complexity into clear explanations
Strong analytical instincts and can get to the root cause of an issue
Comfortable figuring things out when there isn't a clear playbook
Experience creating documentation or processes that actually help people

Nice To Haves

Experience with Freshdesk, Jira, Confluence, and Looker Studio
Working knowledge of Chrome Developer Tools and Charles Proxy
Background in publisher operations, brand safety, or fraud detection
Experience with AI: prompt design, workflows, and implementation

Responsibilities

Serve as the escalation point for complex level 2 technical issues across the entire DVPS product suite, a SaaS platform for Publishers
Build strong client relationships by delivering thoughtful solutions that anticipate future needs
Troubleshoot technical issues with customers, identifying whether problems stem from product flaws or training needs
Diagnose and resolve novel issues that don't fit existing playbooks—create the playbook for others to follow
Design custom solutions leveraging advanced Excel analysis and data manipulation to address unique client requirements
Document complex solutions and convert level 2 issues into level 1 processes that empower the team
Partner with Product, Engineering, and Development teams to identify and drive improvements based on client feedback
Maintain expert-level knowledge of DVPS products and stay ahead of industry trends in ad verification
Perform advanced data analysis to uncover insights and support strategic decision-making
Provide guidance and mentorship to Client Support Analysts, elevating team expertise