Supervisor, Platform Support

The Trade Desk•Ventura, CA

About The Position

The Trade Desk is a global technology company with a mission to create a better, more open internet for everyone through principled, intelligent advertising. Handling over 1 trillion queries per day, our platform operates at an unprecedented scale. We have also built something even stronger and more valuable: an award-winning culture based on trust, ownership, empathy, and collaboration. We value the unique experiences and perspectives that each person brings to The Trade Desk, and we are committed to fostering inclusive spaces where everyone can bring their authentic selves to work every day. Do you have a passion for solving hard problems at scale? Are you eager to join a dynamic, globally- connected team where your contributions will make a meaningful difference in building a better media ecosystem? Come and see why Fortune magazine consistently ranks The Trade Desk among the best small- to medium-sized workplaces globally. We are looking to hire Supervisor, Platform Support who will work in collaboration with our Business Teams to ensure the highest level of Platform Support. We’re looking for someone who is enthusiastic about new technology, has not only the existing technical skills to be successful but also the acumen to continue their learning; you’ll never run out of things to learn here. You’re comfortable being a mediator between account and technology teams, helping both reach solutions on high-priority technical issues. You’re a problem solver, an expert communicator, coach and have team leadership experience. The position would involve 30% of the time focused on assessing the queue, and 70% of the time coaching, mentoring and assisting the team.

Requirements

Bachelor’s Degree from a four-year university or relevant substitute experience.
4 - 6 years relevant work experience in Technical and/or Application Support.
2+ years of management/team lead or relevant informal management experience (mentorship, acting leader etc...).
Exemplary communication and customer service skills and mentality.
Leadership experience including responsibility for individual members’ workload, development and performance.
Outstanding troubleshooting, analytical, and problem-solving abilities, along with an ability to collaborate cross-functionally in a fast-paced and growing environment.

Nice To Haves

Mid-level to advanced experience with Programming languages (HTML, Java, JavaScript ,Vast .XML) is a plus.
Experience handling complex datasets, identifying trends within the data, and performing comparisons between multiple data sources.
Mid-level to advanced experience with databases, SQL, API's - Able to create queries to retrieve records, aggregate data from a variety of data sources, and an understanding of the underlying data structures.
Mid-level to advanced knowledge of Excel and MS Office, including pivot tables, chart-making, and manipulation of large data sets is a plus.

Responsibilities

Oversees and maintains effective queue management by ensuring that tickets are being approached using a top-down method. The supervisor will also proactively contribute to leaving notes within tickets to help quicken investigations to resolution.
Directs the team’s daily operations, taking initiative on tickets that can be completed without Development Team assistance, has ownership of daily team stand-ups, as well as assigning cases to team members based on urgency or need.
Responsible for daily regional handoffs, both to and from EMEA.
Manages the re-assignment of regional cases based on requirement.
Sets expectations for priority requests based on complexity and ensures that this is communicated in a timely manner.
Multi-task and help troubleshoot various technical issues related to the Trade Desk's Trading Platform Application.
Act as a primary conduit/catalyst between the Support Team and associated TTD Teams.
Ensure platform incidents and tools are handled with adherence to SLAs.
Contribute to the company and Support Team’s Knowledge Base.

Benefits

comprehensive healthcare (medical, dental, and vision) with premiums paid in full for employees and dependents
retirement benefits such as a 401k plan and company match
short and long-term disability coverage
basic life insurance
well-being benefits
reimbursement for certain tuition expenses
parental leave
sick time of 1 hour per 30 hours worked
vacation time for full-time employees up to 120 hours thru the first year and 160 hours thereafter
around 13 paid holidays per year
Employees can also purchase The Trade Desk stock at a discount through The Trade Desk’s Employee Stock Purchase Plan