Technical Support

Ability to keep Customer at the forefront of all requests and

advocate for the Customer's needs at all times.

Ability to understand varied and complex product configurations

and support customers through various means of communication

including email, phone, chat, forums and social media.

Identify, resolve or manage the resolution of system issues

Troubleshoot platform issue raised by clients or Adstreamers and

escalate to the next level if can't be solved beyond the expertise

Communicate to other department and teams keeping

stakeholders and management informed

Updating and managing Knowledge base

Manage escalation process of issues from L1

Mentor Technical Support Specialists (L1) to help them

understand more complex issues/ configurations

Own and track tasks within SLAs

Requirements Specialist Knowledge/Experience Required

Experience in a relevant position;

Experience in software testing and correction

Consistent performance under pressure

Demonstrated success at troubleshooting and excellent

communication skills

Strong knowledge/skills in at least 4 areas from the list below:

No-SLQ (Mongo)

Linux/UNIX systems

JSON and XML syntax

RESTFul API

GIT (understanding, work experience)

Basic scripting and programming: XML, JavaScript and

Bash

Desirable knowledge/skills:

Jenkins (ability to develop jobs)

Knowledge of AWS CloudWatch or MS Azure

Experience in Confluence apps (Connect, Jira)

Message Broker system (AMQ)

Work experience with workflow solutions

ITIL Certification

Familiarity with graphics and video editing software

Desirable:

Familiarity with graphics and video editing software

Knowledge and experience working with packet analyzer

programs

Bachelor's degree or equivalent tertiary qualification or

certification

ITIL Certification

People Skills

Strong team player with ability to work with remote and

international teams

Highly organized, structured and process-oriented, with great

attention to detail, accuracy and consistency

Self-motivation and drive - confidence to work on own initiative

and with limited supervision and

Ability to effectively prioritize and manage conflicting internal and

external tasks

Positive, can-do attitude, problem solver, inspiring and driven

Able to communicate effectively at all levels within a large

organisation

A quick learner who enjoys overcoming challenges, resolving

issues or escalating as needed

Proven relationship building skills

Position

Credentials

Excellent communication skills, both oral and written English

Additional languages will be beneficial

May be required on occasion to work outside standard working

hours

Candidates must be eligible to work and live in the country of

employment

Values Go the Extra Mile

We proactively demonstrate initiative, innovation and identify

ways to improve and win

We demonstrate motivation, drive to meet and exceed

expectations and our own standards

We work in a sustainable way

Customer Focus

We are committed to understanding our customers and their

success

One Company, One Team

Organizational ownership: We own it, commit to it and deliver it

Collaboration, Communication, Integrity & Honesty: We are open,

respectful honest and transparent and help others to be the same