Senior Technical Support Engineer

JOB OVERVIEW: The Support team is responsible for monitoring our ticket queue, responding to inquiries from customers and internal team members, investigating and troubleshooting questions/issues, updating Kevel documentation, as well as helping customers understand their existing Kevel configuration so that they can effectively use Kevel to achieve their desired outcomes. This primarily includes answering questions related to:

• Ad Decisioning, Pacing, Targeting and Reporting Investigation and Troubleshooting

• Investigate, recreate, troubleshoot, escalation management and resolution of questions related to ad decisioning, pacing, targeting and reporting.

• General Product Information

• Kevel products and services, covered in Kevel's Knowledge Base.

• Current Configuration Settings

• Current configuration of a customer's network, inventory and campaigns.

• User Management

• Help existing customers with accessing Kevel and managing users.

LOCATION: Remote - United States. This position is 100% remote. Applicants located anywhere within the United States are encouraged to apply. Applicants must be legally eligible to work within the United States.

PAY TRANSPARENCY: Kevel uses external, third-party market data to determine compensation for all open positions. Our compensation philosophy is based on the candidate's specific working location and experience level. This means that we will take a no negotiation approach in our recruitment and offer processes. We believe this is an important step in living our value of embracing diversity while underlining our commitment to fair, equitable and inclusive pay practices.

The pay range for this position is between $100,000 - $150,000 USD. An exact offer for this position will be determined based on the candidate's working location and experience level, in relation to our existing team.

In regards to candidate location in the US specifically, Kevel currently uses validated external data sources to determine which US locations are considered higher cost of living metropolitan areas compared to others. Candidates are welcome to reference the following chart to get a general sense of where they may fall within the pay range based on US location., * 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

Do you have experience in Systems & applications support?, * 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!
• *Work Hours: The ideal candidate will be available to work primarily West Coast US hours

Pulled from the full job description

• Work from home stipend
• Parental leave
• Health insurance
• Retirement plan
• Paid holidays
• Work from home
• Flexible schedule

Kevel is transforming the retail media space with its cutting-edge, AI-driven ad tech infrastructure APIs that power the Retail Media Cloud . This groundbreaking solution combines the power of AI insights with API-based technology, allowing multi-brand retailers to build dynamic, customizable ad platforms while maintaining full control of their first-party data. With Kevel, retailers can deliver personalized shopper experiences, optimize ad targeting, and unlock predictive insights to stay ahead in an ever-evolving market., * Fully Remote Team: We are a 100% remote work environment with employees located around the world. You are welcome to work from home, one of our offices, a WeWork office, or an equivalent co-working space. * Flexible Working Hours: We understand our employees have their own lives, responsibilities and working preferences. We trust our employees to communicate with their managers, and work when they work best. * 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! We trust our employees to take the time they need, whenever they need it. We also offer Paid Holidays + a Kevel Holiday Break (from 12/24 - 1/1 every year!) * Kevelfest: Our annual corporate retreat! The entire Kevel team gets together once a year for a four - day in - person event filled with collaboration, team building, celebration and fun! * 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: Kevel believes all employees should have access to legitimate news sources. You'll receive a $300 annual allowance to subscribe to the news source of your choice. * You'll work with an award winning team! We've won numerous Best Places to Work Awards for several years and counting! We've also won many awards for our Innovation, Business Intelligence, and our best-in-class products (Software of the Year, Cloud Company of the Year, Best Ad Tech and API Innovator). * Full transparency. We embrace transparency and encourage you to read more about what we value through our Company Constitution and Employee Bill of Rights, our About Kevel page, and Careers Page. Hiring Guidelines by Country: Kevel hires new team members in countries around the world. Some roles may carry specific location-based eligibility requirements. Our Recruitment Team will share the specific benefits that are available in your location, and can help answer any questions about location specific eligibility requirements and benefits after the recruitment process begins., Kevel (previously Adzerk) offers the infrastructure APIs needed to quickly build custom ad platforms for sponsored listings, internal promotions, native ads, and more. We are committed to helping publishers drive new revenue and take back the Internet from ad tech giants like Google, Amazon, and Facebook. Kevel was founded in 2010 in Durham, North Carolina. We embrace remote working culture with our entire team being spread across the United States, United Kingdom, Portugal and Singapore! Kevel is proud to be an inclusive workplace with one goal in common - we want to make the internet a better place.