Technical Support Specialist @ Koddi

INACTIVE

Full-Time

Technical Support Specialist

Koddi

201-500 employees

Ad technology platform

Data & Analytics

Junior

Austin, TX, USA + 1 more

Required Skills

Communications

SQL

Zendesk

Salesforce

AWS

JIRA

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.

Koddi

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Website

View Company Profile

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

Company Stage

N/A

Total Funding

N/A

Headquarters

Fort Worth, Texas

Founded

2013

Growth & Insights

Headcount

6 month growth

↑ 5%

1 year growth

↑ 5%

2 year growth

↑ 11%

Benefits

401K with Employer Match

We invest in more than just your professional and personal growth.

Wellness - We’ve got you covered with quality insurance, a gym membership reimbursement, and other ad-hoc wellness programs.

Unlimited Vacation - We believe when you are well-rested, you do better work for our clients.

Generous Holiday Schedule - In addition to our unlimited vacation policy, our offices take time off for major national holidays.

Travel Incentives - We want our employees to get out and travel. We offer incentives for personal travel as well as visits to clients and other Koddi offices.

Parental Leave - We offer generous time off to grow your family when you join ours.

Team Bonding Events - Whether it’s an office-wide happy hour, kickball team, or company off-site, we love bringing everyone together for some good old-fashioned team bonding.

Company Retreats - When we travel together, we learn together. We offer company-wide retreats to exciting destinations.

Casual Atmosphere - From our dress code to our open door policy, we spend our energy on what really matters.

INACTIVE