Technical Customer Support Specialist (Fully Remote - EU or APAC)

Our client is looking for a technical expert to join their team as a Technical Customer Support Specialist. You’ll support publishers, advertisers, and end-users, ensuring seamless integration of their platform. This role involves resolving technical challenges, analyzing data, and working closely with various teams to enhance performance and user experience. A strong technical background and problem-solving skills are key.

Main Responsibilities:

• Technical Issue Resolution:

  • Respond promptly to customer inquiries via chat, email, or support systems, ensuring issues are addressed within agreed timelines.
  • Troubleshoot SDK, API, and system integrations to resolve technical problems, including tracking discrepancies and performance issues.

• Data-Driven Insights:

  • Analyze data to identify and resolve user engagement or system-related challenges, with a focus on optimizing reward processes and preventing fraud.
  • Use tools like SQL and Tableau to generate reports, track key performance metrics, and present actionable insights to partners.

• Support Ticket Management:

  • Oversee the lifecycle of support tickets, ensuring timely resolution and clear communication with customers about ongoing fixes.
  • Coordinate with engineering teams to handle escalations and ensure complex technical problems are addressed effectively.

• Customer Optimization & Support:

  • Collaborate with account managers to ensure customers maximize the platform’s potential by offering technical recommendations and proactive support.
  • Analyze customer data to identify patterns, optimize performance, and suggest improvements to their campaigns.

• Team Collaboration:

  • Work closely with development and product teams, sharing customer feedback and participating in feature testing to ensure smooth integrations and updates.
  • Help develop strategies for improving the platform’s usability and technical reliability.

• Documentation & Training:

  • Create and maintain easy-to-understand technical guides, FAQs, and training materials for both internal and external users.
  • Provide onboarding materials and assist in customer training to ensure smooth platform adoption.

• Must have experience within the gaming sector.
• Strong technical troubleshooting experience, ideally on mobile platforms (iOS/Android).
• Familiar with web technologies (e.g., HTML, JavaScript) and database querying (SQL).
• Analytical approach to problem-solving, with experience in digital advertising metrics (impressions, clicks, conversions).
• Excellent communication skills to explain technical details in clear, non-technical terms.
• Familiarity with platforms like AdMob, Tapjoy, or similar systems.
• Experience using visualization tools like Tableau to create reports and insights.

• Remote work environment with flexibility to accommodate different time zones.
• Occasional shift flexibility based on customer needs.