Who W e Are
DoubleVerify is a leading software platform for digital media measurement, data and analytics. DV’s mission is to be the definitive source of transparency and data-driven insights into the quality and effectiveness of digital advertising for the world’s largest brands, publishers and digital ad platforms. DV’s technology platform provides advertisers with consistent and unbiased data and analytics that can be used to optimize the quality and return on their digital ad investments. Since 2008, DV has helped hundreds of Fortune 500 companies gain the most from their media spend by delivering best in class solutions across the digital advertising ecosystem, helping to build a better industry. Learn more at www.doubleverify.com .
What You'll Do
- Own resolution of complex Support tickets involving marketing discrepancies, data quality issues, and attribution questions, applying established troubleshooting frameworks and escalation paths.
- Act as a point of contact for escalated Support tickets, following existing workflows to loop in Engineering and Product when a ticket requires it.
- Informally guide and support other Support team members on complex tickets, with the opportunity to take on a direct report as the team grows.
- Apply established best practices for ticket prioritization and customer communication standards, and flag process gaps to Support leadership for review.
- Contribute to technical office hours and enablement resources, helping other team members with troubleshooting on complex tickets.
- Suggest opportunities to improve team efficiency through existing automation and tooling, reducing manual effort on repetitive ticket types.
- Help keep Support documentation accurate and current.
- Pass along recurring customer themes and Support insights to Product and Engineering through existing feedback channels.
Who You Are
- 5+ years of experience in technical support, solutions engineering, analytics, marketing technology, or a related technical customer-facing role.
- Hands-on troubleshooting experience with pixels, APIs, webhooks, batch files, or data integrations.
- Comfortable acting as a point of contact for escalated tickets and coordinating with Product, Engineering, and Customer Success within established processes.
- Solid customer-facing communication skills, able to translate technical detail into clear guidance for both technical and non-technical audiences.
- Some experience contributing to documentation quality and day-to-day process consistency within an existing framework.
- Bachelor's degree in a technical, analytical, or business-related field, or equivalent practical experience.
Nice to Have