Technical Support Specialist @ Koddi

Technical Support Specialist

Posted on 12/10/2022

INACTIVE

51-200 employees

Website

Ad technology platform

Company Overview

Koddi's mission is to forge a better path through integrity, insights, inclusivity, and innovation.

Locations

Austin, TX, USA • Siloam Springs, AR, USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

AWS

JIRA

Salesforce

SQL

Communications

Zendesk

Requirements

Utilize Salesforce to provide timely troubleshooting and resolution for tickets
Collect information and document bugs (in Jira) for engineers and escalate appropriately based on the impact to the client
Using technical skills to investigate issues within any of the Koddi platforms or system issues
Triaging and prioritizing all support issues with technical teams (R&D, Project Management, Product, Operations) and work closely with internal teams to plan releases and ensuring quality of issue resolutions once resolved
Working closely with our Koddi Account Management teams to identify issues in the platform and back end technology
Create internal process/ troubleshooting documentation so that common or emerging issues can be addressed/looked into before they become serious or widespread
Participate in weekend and holiday on-call rotation
You have at least 2 years of experience in a customer support role providing technical support in a SaaS organization
A technical support enthusiast with strong troubleshooting skills and an ability to navigate through multiple product environments
You are familiar with CRM systems and support practices (Zendesk, Salesforce, etc.)
You have a well-developed track record with database knowledge and SQL querying
You have a basic knowledge of Excel data manipulation (i.e. pivot tables, vlookups)
You have a baseline technical skills in APIs and using Postman Collections and Runner to make API calls
You have excellent analytical, problem solving, oral and written communication skills
You desire to be a part of a fast paced and high energy work culture where you may need to multitask
You enjoy problem solving and display an eagerness to learn new technologies/skills
You rely on researching and troubleshooting skills when presented with an unfamiliar or undocumented technical issues
Desire to grow into a leader in the future

Desired Qualifications

You have experience automating processes and familiarity with retool is a plus
AWS or other cloud experience is a plus

As a Technical Support Specialist, you will work closely with all our teams at Koddi on the daily basis to troubleshoot and investigate issues that are submitted to us by Account Managers and other teams in the company. We handle requests spanning data investigation to API errors and collaborate with client services, product and engineering teams to make sure we do the right thing for our customers and improve their experience on our platform.

The Work

Utilize Salesforce to provide timely troubleshooting and resolution for tickets.
Collect information and document bugs (in Jira) for engineers and escalate appropriately based on the impact to the client.
Using technical skills to investigate issues within any of the Koddi platforms or system issues.
Triaging and prioritizing all support issues with technical teams (R&D, Project Management, Product, Operations) and work closely with internal teams to plan releases and ensuring quality of issue resolutions once resolved
Working closely with our Koddi Account Management teams to identify issues in the platform and back end technology
Create internal process/ troubleshooting documentation so that common or emerging issues can be addressed/looked into before they become serious or widespread
Participate in weekend and holiday on-call rotation.

Who You Are

You have at least 2 years of experience in a customer support role providing technical support in a SaaS organization
A technical support enthusiast with strong troubleshooting skills and an ability to navigate through multiple product environments
You are familiar with CRM systems and support practices (Zendesk, Salesforce, etc.)
You have a well-developed track record with database knowledge and SQL querying
You have a basic knowledge of Excel data manipulation (i.e. pivot tables, vlookups)
You have a baseline technical skills in APIs and using Postman Collections and Runner to make API calls
You have excellent analytical, problem solving, oral and written communication skills
You desire to be a part of a fast paced and high energy work culture where you may need to multitask
You enjoy problem solving and display an eagerness to learn new technologies/skills
You rely on researching and troubleshooting skills when presented with an unfamiliar or undocumented technical issues
You have experience automating processes and familiarity with retool is a plus
AWS or other cloud experience is a plus
Desire to grow into a leader in the future

WHO WE ARE

Koddi is a global technology company with software and services that empower marketplace monetization through commerce media. Our enterprise platforms leverage first-party data to drive marketplace revenue and profit by improving user experience and target shoppers throughout the purchase path. Koddi’s platforms enable any advertiser, any marketplace, in any industry to increase awareness, generate demand, and drive revenue.

Based in Fort Worth, Texas, Koddi has additional offices in New York, Ann Arbor, Austin and Düsseldorf. Ranked by Forbes, Deloitte, and the Inc. 5000 as one of the fastest-growing companies in the nation, we’re growing rapidly and looking for innovative problem solvers to join our team. For more information, visit www.koddi.com.