About the Team

The Customer Success team is dedicated to the progression of our publishers through the Sovrn onboarding & product integration journey. We offer technical support, documentation, ad operations, account management, & hands-on implementation guidance.

About the Job

As a Technical Support Engineer II, you will work closely with the Account Managers and Specialists Team on technical implementation and troubleshooting. You will work proactively to provide deep technical knowledge and context to team members as well as publishers. You will also work reactively with the support team to help provide advanced troubleshooting techniques, in turn providing solutions to problems raised. This role is meant to provide guidance on the tech to the whole customer success team and be the link between this team and the software developer/product team.

What You’ll Be Doing:

  • Make sure all technical tickets received by the team are addressed respecting set SLAs
  • Identify and cover any gaps in documentation related to technical support 
  • Ensure the SE team is up to speed with all the trainings to avoid knowledge gaps
  • Solve complex product implementation problems and get publishers live faster and ensure that best practices are followed.
  • Diagnose complex setups, and communicate clearly through to resolution
  • Assist with the build of internal tools for automation and foster a collaborative environment.
  • Identify process improvements, come up with solutions and coordinate efforts with other teams across the company
  • Identify and triage system-issues and work with our development teams to drive resolution.
  • Collaboratively present the output of solution design to the key internal and client stakeholders

Your Typical Day Might Look Like:

The day starts with a 30-minute team standup. The team checks-in in regards to blockers and priorities for the day.

You focus on the CRM system and address high priorities for the day. There is an escalation from a support member about an issue with a new product feature. You start looking at the basici setup and figure out the issue is related to the actual tech.  This is escalated to the engineering team using a dedicated Jira board. 

In the afternoon you join a call with a Publisher to support the implementation of a new product or follow up on a troubleshooting. You walk them through the documentation and collect any feedback they might have. 

After that, you join a meeting with the product and growth team to discuss and plan the roll-out of a new product iteration to existing and new customers. For this purpose you create documentation for the Customer Success team and start planing training sessions. 

About You

You have a passion for the customer and are willing to see beyond your own limitations. You always explore, self teach, learn and teach others. You are scrappy and love to automate the heck out of everything so you can spend more time on what matters most. You are a hacker at heart and above all, love to learn.

The successful candidate will have: 

  • Experience in HTML, CSS, JavaScript, SQL and/or Python
  • Experience with HTTP methods, responses, and statuses, browser developer tools,  and all manners or webpage workings
  • Experienced with third party APIs
  • Client-focused and striving to provide the best experience to our publishers and internal stakeholders
  • Exceptional communication with strong interpersonal and client facing skills, and excellent written and phone communication skills, both in tone and technical descriptions
  • Comfortable working in ambiguous situations and willingness to adapt
  • Able to establish and foster relationships with key stakeholders across the company
  • Must be willing to explore, self teach, learn in the position, and teach others. 
  • Web Development Course Certificate OR substitutable experience ideal.

Bonus Points:

  • Ad Ops / Ad Tech / Exchange / SSP background
  • Digital Media Industry experience

This position reports to: VP, Marketing

Location: United Kingdom

Sovrn Core Values: Candid, Customer Empathy, Learning, Scrappy, Second Order Thinking

We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of accountability impact, and the ability to thrive in a fluid and collaborative environment. We expect you to learn new things in this role, and we encourage you to apply if your experience is close to what we're looking for.

About Sovrn

Publishers create the content the world depends on for education, entertainment, and commerce. Sovrn provides products and services to tens of thousands of online publishers to help them grow and make money, operate their business more efficiently, understand their readership, and manage consumer data. Sovrn is headquartered in Boulder, Colorado with offices in San Diego, New York, and London. 

With thousands of customers deploying Sovrn’s products across tens of thousands of websites, Sovrn reaches nearly 500M consumers across more than 14B pageviews everyday. Sovrn has been a leader in online publisher technology since its founding, and has been recognized by IAB, JICWEBS, and TAG for its role in combating advertising fraud and promoting pro-transparency initiatives. Sovrn is dedicated to helping content creators do more of what they love, and less of what they don’t.

Apply for this Job

* Required