Qortex is renowned as the pioneer of On-Stream, a cutting-edge scalable in-video ad experiences for the web, CTV, and in-game environments. Our innovative ad units have been proven to deliver 6.8X more attention and 30% increases in crucial brand metrics such as awareness, consideration, and purchase intent.
With the recent launch of our Video Insights, we’ve introduced into the market a full-service offering for marketers that now includes context about the content of a video ensuring safety & suitability.
Our dedication to excellence is underscored by prestigious accolades, including AdExchanger’s Programmatic Power Player, the Drum’s Best Use of AI in Advertising, and are backed by GFT Ventures, Silicon Road Ventures, Quake Capital, and more.
Job Description
The Technical Support Manager at Qortex plays a pivotal role in onboarding our customers and bridging the gap between engineering and the business unit. Responsibilities for this role encompass, but are not confined to, driving customer success, onboarding, tier 1 technical support, and acting as the voice of the customer for Qortex’s internal teams. Additionally, this role carries the responsibility of being a product and industry expert so the Technical Support Manager can be a strategic advisor for our customers.
Responsibilities
Customer Success
Act as the main point of contact for customers during the onboarding process once Sales is closed.
Manage customer health scores, which is based on product usage, performance, surveys, number of problem tickets, etc.
Identify upsell and product opportunities and work with the sales team to push these through.
Customer Onboarding
Guide our customers through the onboarding process and provide recommendations in terms of best practices
Agree on integration timelines with our publishers, and ensure those timelines are met.
Technical & Engineering Support
Act as the first line of defense (tier 1 tech support) to troubleshoot any technical issues (bugs, incidents, etc). Then escalate these issues to our tier 2 technical support team if a solution isn’t found.
Be a product/industry expert for our customers.
Understanding of RTB and programmatic supply chain, key partners etc.
Collaborate and work closely with engineering and business units to collect technical requirements that can be easily translated into business requirements, specifications, process documentation, etc.
Voice of the Customer for Internal Teams
Relay customer challenges and feature/new product requests to internal teams.
Sales Support
Provide technical expertise and guidance to sales and account teams with assistance in sales pitches, defining customization requirements, feasibility, integration options, etc.
Requirements
BA/BS degree in Computer Science, Business, Engineering or related field
3-5 years of experience in a technical role
A mix of customer success and technical support with strong presentation skills
Strong understanding of programmatic and ad serving technologies such as GAM, Prebid, Springserve, Publica, etc.
Knowledge and experience working with VAST/VPAID tags.
Understanding of the video players, frameworks and SDK such as JWPlayer, Video.js, IMA SDK, etc.
Excellent communication skills with an ability to explain technical subjects to non-technical audiences.
Excellent knowledge in HTML / CSS / JS preferred
Ability to work in a fast paced environment
Familiarity with GAM, VAST, DSPs, SSPs, RTB specifications
Knowledgeable debugging skills to inspect our code on web pages (chrome dev tools)
Excellent written and verbal communication skills
Extreme attention to detail
Ability to balance high priority items to deliver on deadlines
Self-motivated team player
Benefits
A unique and diverse company culture, shaped by people with commitment, sense of responsibility, risk-taking and discipline
An excellent start-up work environment, flat hierarchies and short decision paths
Competitive salary and career growth opportunities
A generous benefits package including health, dental, life and vision insurance, HSA/FSA
Unlimited PTO, 9 paid holidays
Equity in a multi-billion dollar environment
Remote work flexibility
Employment type
Full-time
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