Technical Customer Success

Peer39, the leading independent data company that provides the largest data set available in the digital advertising ecosystem, is expanding its Engineering Operations team and is seeking a dedicated and customer-focused Technical Customer Success to join our team and scale effectively.

In this role, you will tackle production issues, address technical queries from Account Managers and customers, and ensure a seamless experience with our platform and various products. You will act as the first point of contact for customer inquiries and collaborate with internal teams to address more complex issues. Your contributions will directly impact our ability to provide a seamless user experience and sustain our rapid growth

This position is ideal for someone with strong problem-solving skills, excellent communication abilities, solid technical foundation, and a passion for delivering top-tier customer service.

What will you do:

• Investigate and resolve production issues
• Escalate complex issues to relevant teams
• Troubleshoot technical issues or questions reported by Account Managers and customers
• Write requirements for internal tools to automation support actions and to automatically verify end-to-end operation of integrations
• Implement and execute data imports/exports for customers
• Maintain and perform operations related to third-party integrations
• Develop a deep understanding of the company’s software products and stay updated on new features, updates, and releases.
• Create and maintain documentation, FAQs, and knowledge base to assist customers and internal teams.
• Log and track customer interactions, technical issues, and resolutions in the support ticketing system.
• Work closely with the engineering, product, and QA teams to identify, replicate, and resolve recurring issues.
• Provide feedback to the product team regarding common customer concerns or feature requests.
• Monitor and achieve key support metrics, including response times, resolution times, and customer satisfaction scores.

Qualifications:

• Fluent in English with excellent comprehension, speaking, and writing abilities
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Willingness to align working hours with US EST time zone including Fridays
• Exceptional problem-solving and analytical skills.
• At least 2 years experience in a technical support, customer service, or related role.
• Experience with ticketing systems (e.g., Zendesk, Jira, Freshdesk)
• Familiarity with software troubleshooting.
• Familiarity with tools like SQL, API, Postman, or browser developer tools is mandatory.
• Strong time-management skills with the ability to prioritize and manage multiple tasks effectively.