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Data Analyst



IT, Data Science
New York, NY, USA
Posted on Wednesday, May 22, 2024

Customer Support Engineer

  • New York, US


Your Story

EX.CO is looking for a Customer Support Engineer, who will become part of the company and take on several different responsibilities. As a Customer Support Engineer, the primary responsibility is to ensure the success and satisfaction of our customers by providing exceptional support and technical assistance. The Customer Support Engineer is the main point of contact for customers seeking help with our products and services, and work closely with the Technical CSMs and CSMs to address their needs effectively.

Our Story:

At the heart of every digital revolution, there's a story. Ours began in 2012, with a vision of creating a publisher video platform that offers all the necessary tools, innovation, and knowledge publishers need to fully optimize their websites with video.

Through machine-learning and AI technology, EX.CO empowers publishers to own their video content and monetization strategies to maximize revenue. Our platform offers global publishers unparalleled access to best-in-class ad serving, monetization, content automation, and video recommendation.

Trusted by some of the leading publishers globally including The Arena Group, CBSi, Hearst, Nasdaq, VICE, and more, EX.CO’s platform helps publishers boost audience engagement and increase revenue. Our success is a direct result of our dedicated team located around the world and visionary backers including The Walt Disney Company, Saban Ventures, Viola Group, 83North, and Firstime Ventures.

At EX.CO's core is a passion for reimagining the video space and an unyielding commitment to those who rely on us. And now, we're looking for remarkable talent like you to join the next chapter of our story. 🌟

Long story short, you will:

  • Provide prompt assistance to EX.CO customers via various channels and participate in meetings to efficiently resolve issues. Troubleshoot technical issues and meet response time targets.
  • Prioritize and manage customer inquiries through our ticketing platform. Escalate issues to the ProDev team as needed for resolution.
  • Maintain expertise in EX.CO products and features, sharing knowledge and best practices with customers.
  • Diagnose and resolve technical issues effectively, collaborating with the engineering team to address product bugs.
  • Create and maintain knowledge base articles and troubleshooting guides, sharing insights and best practices with the team

It would be awesome if you have:

  • 2+ years of experience in an Ad Tech company in a technical support role
  • Experience in HTML, CSS, and javascript
  • Good knowledge of Chrome dev tools
  • Experienced with Freshdesk or a similar CRM
  • English at the mother-tongue level
  • Knows how to place the customer first!

It would be SUPER awesome if you have::

  • Experience with different web APIs

The pay range for this position in New York is $110,000 – $140,000