Senior Platform Support Analyst

DeepIntent is leading the healthcare advertising industry with data-driven solutions built for the future. From day one, our mission has been to improve patient outcomes through the artful use of advertising, data science, and real-world clinical data. For more information visit, www.DeepIntent.com. 

What You’ll Do:

DeepIntent is seeking a Senior Platform Support Analyst to join its growing team based in Pune, India. The Senior Platform Support Analyst will be responsible for working hand in hand with the Platform Operations team, Engineering team, and Product team to handle escalated technical platform issues. You will work hands-on with leaders at our major customers to provide best-in-class support on both a scheduled and ad-hoc basis. You will also be deeply involved with both the Engineering and Product teams to make data-driven decisions that provide an unmatched product for driving better patient outcomes through advertising. The Senior Platform Support Analyst should be able to work in EST time zone.

Responsibilities include:

• Address production issues/questions, maintenance, and business support within DeepIntent Products by communicating and coordinating across multiple teams (client success, platform operations, analytics and sales).
• Monitor platform health; investigate and escalate issues.
• Troubleshoot all platform applications, providing triage, resolution, or recommendations.
• Write SQL queries that can be used for data analysis and pulling reports.
• Manage incoming platform requests from internal users via JIRA tickets, Slack and emails.
• Coordinate and assist in Product feedback sessions, assist with functional and technical documentation. 
• Receive, reproduce, and prioritize incoming production issues and bug reports from both internal and external Operations and Account Management teams.
• Diagnose and resolve issues where possible/ Describe and escalate issues where appropriate.
• Provide root-cause analyses to Product Management to ensure roadmap coverage.

Who You Are:

• 5+ years of working experience in a technical support role in a customer-facing environment, with 1+ years experience in Programmatic/Digital Advertising.
• Knowledge of ad tech/programmatic platform technologies, Data, DSPs, SSPs, Ad Exchanges, Ad Servers, and/ or verification tools.
• Advanced experience in SQL (including understanding queries, and writing queries).
• Ability to analyze performance data and make compelling recommendations for internal strategy and optimizations.
• Strong critical thinking and problem-solving skills.
• Ability to explain complex technical concepts to a less technical audience.
• Strong verbal and written communication skills, working/communicating with internal teams and external clients, providing white glove service.
• Detail-oriented, well-organized, flexible and comfortable working independently.
• Technical aptitude to learn new technologies.
• Strong understanding of digital advertising campaign workflows and the ability to troubleshoot issues across SSPs and internal marketplace platforms.

We believe great work starts with great support. That’s why DeepIntent offers a competitive, holistic benefits package designed to empower you both professionally and personally.

Here’s what you can expect when you join our team based in the US: Competitive base salary plus performance based bonus or commission, comprehensive medical, dental, and vision insurance, 401K match program, Unlimited PTO policy and paid holidays, remote friendly culture with flexible work options, career development and advanced education support, WFH and internet stipends, plus many more perks and benefits! 

Here’s what you can expect when you join our team based in India: Competitive base salary plus performance based bonus, comprehensive medical insurance, and paid holidays. Hybrid-friendly culture with flexible work options, professional development reimbursement, WiFi reimbursement and health and wellness allowance plus many more perks and benefits! 

Here's what you can expect when you join our team based in Europe: Competitive base salary plus performance-based bonus, comprehensive medical insurance, and flexible PTO. Hybrid-friendly culture with flexible work options, professional development reimbursement, WiFi reimbursement, and parental leave plus many more perks and benefits!

DeepIntent is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. DeepIntent is an Equal Opportunity Employer, providing equal employment and advancement opportunities to all individuals. We recruit, hire and promote into all job levels the most qualified applicants without regard to race, color, creed, national origin, religion, sex (including pregnancy, childbirth and related medical conditions), parental status, age, disability, genetic information, citizenship status, veteran status, gender identity or expression, transgender status, sexual orientation, marital, family or partnership status, political affiliation or activities, military service, immigration status, or any other status protected under applicable federal, state and local laws. If you have a disability or special need that requires accommodation, please let us know in advance. DeepIntent’s commitment to providing equal employment opportunities extends to all aspects of employment, including job assignment, compensation, discipline and access to benefits and training.

CCPA Notice: If you are a California resident applying for a role at DeepIntent, we may collect personal information as part of the application process in accordance with the California Consumer Privacy Act (CCPA). To learn more about the categories of information we collect and your rights, please contact PeopleOps@deepintent.com to see our full Applicant Privacy Notice.