Provide technical support for all Kevel products and customers via email, Slack and Zoom meetings
Investigate and resolve technical issues, primarily related to topics above i.e. ad decisioning, pacing, targeting and reporting, as well as product information, configuration settings and user management
Monitoring and managing the support ticket queue
Manage escalation of investigations, incidents and bugs to Kevel’s Engineering team
Help improve service and product quality by surfacing customer feedback to appropriate internal teams, such as the Product Team
Contribute to writing, editing and proofreading materials for the company's products, including documentation, manuals, instructional materials, etc.
Develop tooling to improve support investigations and resolutions
Perform other duties and responsibilities as required or requested

Requirements

At least 4 years of experience in a technical support environment
Strong experience working with AWS/S3/Athena, Datadog, Github, Hubspot, Postman, Readme and Retool or similar types of software
Software Development experience a plus, but not required
Significant experience working with Excel/Google Sheets for data analysis.
Knowledge of scripting languages (e.g. JavaScript, Python, cURL) for tool development, automation and troubleshooting.
Knowledge of databases (e.g. SQL, MySQL, PostgreSQL) and ability to query, troubleshoot, and resolve customer issues using SQL.
Experience working alongside or with enterprise level companies
Previous knowledge in adtech, retail media or commerce media is a plus.

Benefits

Fully Remote Team: We are a 100% remote work environment with employees located around the world.
Flexible Working Hours: We understand our employees have their own lives, responsibilities and working preferences.
Comprehensive Health Benefits - Kevel provides 100% employer paid medical benefits for our employees and their children, plus comprehensive, affordable coverage for all other dependents.
Savings opportunity for the Future: Kevel offers retirement savings plans with employer contributions so employees can save toward future financial objectives.
Rest and Relaxation: Unlimited personal time off - and we mean it!
Paid Holidays + a Kevel Holiday Break (from 12/24 - 1/1 every year!)
Kevelfest: Our annual corporate retreat!
Home Office Stipend: You’ll receive a new windows or mac machine (your choice) + a $500 home office allowance to purchase what you need to set up your work space properly!
Parental Leave Support: We support all parents with salary continuation and benefits when our employees are growing their families.
Free press benefits: You’ll receive a $300 annual allowance to subscribe to the news source of your choice.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

AWSS3AthenaDatadogGitHubHubSpotPostmanReadmeRetoolSQL

Soft Skills

technical supportproblem solvingcommunicationcustomer feedbackdocumentationteam collaborationdata analysistool developmentescalation managementincident management