[Hiring] Senior Technical Support Engineer @Kevel

Role Description

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
• Reporting Investigation and Troubleshooting

The ideal candidate will be comfortable investigating, recreating, troubleshooting, escalation management and resolution of questions related to:

• 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

Qualifications

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

Requirements

• Provide technical support for all Kevel products and customers via email, Slack and Zoom meetings
• Investigate and resolve technical issues, primarily related to 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: 100% remote work environment
• Flexible Working Hours: Trust employees to communicate with their managers and work when they work best
• Comprehensive Health Benefits: 100% employer paid medical benefits for employees and their children
• Savings opportunity for the Future: Retirement savings plans with employer contributions
• Rest and Relaxation: Unlimited personal time off, Paid Holidays, and a Kevel Holiday Break (from 12/24 - 1/1 every year)
• Kevelfest: Annual corporate retreat for collaboration, team building, celebration and fun
• Home Office Stipend: New windows or mac machine + a $500 home office allowance
• Parental Leave Support: Salary continuation and benefits for growing families
• Free press benefits: $300 annual allowance to subscribe to a news source of choice
• Award-winning team: Numerous Best Places to Work Awards and accolades for innovation and best-in-class products
• Full transparency: Access to Company Constitution and Employee Bill of Rights