Platform Product Specialist / Product Support

About the Role We are looking for a detail-oriented and tech-savvy Platform Product Specialist / Product Support professional to support our digital advertising platform. This role bridges product expertise with customer support, ensuring a smooth experience for users and internal teams. You’ll be responsible for handling support tickets, assisting clients with platform usage, troubleshooting issues, and collaborating closely with cross-functional teams. Key Responsibilities Act as the primary contact for platform-related questions and support needs Manage and resolve technical support tickets using a designated system Troubleshoot issues, identify root causes, and escalate when needed Provide accurate, user-friendly guidance to B2B and B2C customers Collaborate with product and engineering teams to relay feedback and drive improvements Maintain and update internal documentation and support materials Help identify trends in customer issues to proactively suggest product enhancements Requirements Strong written and verbal communication skills in English Prior experience supporting a digital platform, ideally in adtech or SaaS Familiarity with ticketing systems and remote collaboration tools (e.g., Slack, ClickUp) Ability to quickly learn and explain complex product features and workflows Strong attention to detail and a proactive approach to problem-solving Nice to Have Background in digital advertising, media buying, or SaaS support Experience working with both B2B and B2C products Understanding of basic API functionality, campaign tracking, or analytics tools