The Trade Desk is changing the way global brands and their agencies advertise to audiences around the world. How? With a media-buying platform that helps brands deliver a more insightful and relevant ad experience for consumers — and sets a new standard for global reach, accuracy, and transparency.

So, if you are talented, driven, creative, and hungry to bring something entirely new and wildly ambitious into the world (and have some fun doing it), then we want to talk.

As an Application Support Analyst, you will use your customer-facing skills, relationship-building skills, and technical competence to help our Business Teams have excellent Platform experiences and provide top notch Application Support. This role is for highly motivated, customer-centric, and self-directed individuals, who are interested in learning and supporting a groundbreaking media buying platform built for the open internet. Responsibilities include developing positive relationships with multi-functional partners such as Customer Service, Engineering, Product Managers, Technical Account Managers, and more to help facilitate platform improvements and drive customer experience. There is plenty of room for advancement in this role
within the department or otherwise within our company.

WHAT YOU'LL DO:

• Support for application issues; ensuring that incidents within our platform or tools are addressed within established SLAs

• Multi-task, manage, and resolve technical application support requests

• Problem-solving and troubleshooting

• Executing stored procedures and querying our database using SQL.

• Maintain the company’s ticketing system; answer, troubleshoot, and resolve

  various technical issues related to The Trade Desk’s trading platform.

• Take initiative to develop innovative and immediate remedies to satisfy client

  needs while advocating for more permanent solutions with our Engineering or

  Product Teams where needed.

• Contribute to the company’s Knowledge Base by creating and managing new

  documentation while improving existing documentation.

• Coordinate in-depth training on support-related tools and processes.

• One to one mentoring and helping team members on technical case work.

• Ensure trackability on all case and project work, to provide data driven insights

  to the business.

• Light pre-arranged on-call/after-hours support.

  WHO YOU ARE:

• Bachelor’s Degree from a four-year university or relevant substitute experience

• 3+ years relevant work experience as a technical support representative in a small or medium sized business

• 2+ years of AdTech experience (Advanced knowledge of RTB, DSPs, ad exchanges, aggregators, ad servers, and other optimization platforms)

• Outstanding troubleshooting, analytical, and problem-solving abilities, along with an ability to collaborate cross-functionally

• Strong SQL and HTML experience

• Advanced MS Excel skills: ability to draw insights from large datasets, use of

  pivot tables, formulas, etc.

• Ability to use independent judgement, decision-making, and unique

  approaches to routinely troubleshoot problems related to AdTech and user

  experience issues.

• Effective time management skills – ability to prioritize and meet deadlines

• Excellent English and Simplified Mandarin communications skills (both written

  and spoken).

• Excels at working independently while aligning, collaborating and contributing

  towards the global team’s success. Bonus Traits:

• Experience in one of more of the following Salesforce, Jira, Confluence, Postman, Vertica, SSMS, Tableau

• Experience with one or more of the following AdTech specific troubleshooting skills: offline attribution, tracking tags, pixels, html5 creatives, discrepancies, campaign troubleshooting/optimization

• Experience in agile/scrum or related collaborative workflow