Lead Platform Support Manager at The Trade Desk

| Greater NYC Area
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The Trade Desk is changing the way global brands and their agencies advertise to audiences around the world. How? With a media-buying platform that helps brands deliver a more insightful and relevant ad experience for consumers — and sets a new standard for global reach, accuracy, and transparency.

So if you’re talented, driven, creative, and hungry to bring something entirely new and wildly ambitious into the world (and have some fun doing it), then we want to talk.

What you'll do:

We are looking to hire a New York-based Regional Platform Support Manager who will work in collaboration with our Biz Teams to ensure top notch Platform Support. We’re looking for someone who is enthusiastic about new technology, has not only the existing technical skills to be successful but also the acumen to learn even more; you’ll never run out of things to learn here. You’re comfortable being a mediator between account and technology teams, helping both reach solutions on high-priority technical issues. You’re a problem solver, an expert communicator, and have team leadership experience.

  • Provide oversight, guidance and mentorship to members of the Global Support Team.
  • Oversee and maintain the company’s ticketing case system; answer, troubleshoot and resolve various technical issues related to our trading platform.
  • Take initiative on tickets that can be completed without Development Team assistance.
  • Multi-task, troubleshoot and resolve various technical issues related to the Trade Desk's Trading Platform Application.
  • Act as a primary conduit/catalyst between the Support Team and other TTD Teams.
  • Responsible for owning incidents, including collaborating and escalating to Engineering, Product, Integrations and Business Intelligence.
  • Act as Support Team Leader in the absence of the Global Support Director’s.
  • Assess team progression and identify needs of team members.
  • Manage responsibility for individual members’ workload, development and performance.
  • Oversee issue escalation tracking and response management.
  • Ensure platform incidents and tools are handled with adherence to SLAs.
  • Executing, Manipulate Stored Procedures and Queries in SQL.
  • Ad Tag, Pixel Tags and Discrepancy troubleshooting.
  • QA Testing and Validation.
  • Contribute to the company and Support Team’s Knowledge Base.
  • Assist with screening and hiring permanent support team members for the Support Organization.
  • Coordinate in-depth training on Support-related tools and processes.
  • Light on-call/after-hours support.
Who You Are:
  • Bachelor’s Degree from a four-year university or relevant substitute experience
  • 4 – 6 years relevant work experience in Technical and/or Application Support
  • 2+ years of management/team leadership experience.
  • Exemplary communication and customer service skills and mentality.
  • Leadership experience including responsibility for individual members’ workload, development and performance.
  • Outstanding troubleshooting, analytical, and problem-solving abilities, along with an ability to collaborate cross-functionally in a fast-paced and growing environment
  • Mid-level to advanced experience with Programming languages (HTML, Java, JavaScript ,Vast .XML) is a plus
  • Experience handling complex datasets, identifying trends within the data, and performing comparisons between multiple data sources.
  • Mid-level to advanced experience with databases, SQL, API's - Able to create queries to retrieve records, aggregate data from a variety of data sources, and an understanding of the underlying data structures. 
  • Mid-level to advanced knowledge of Excel and MS Office, including pivot tables, chart-making, and manipulation of large data sets is a plus

#LI-TP1

The Trade Desk does not accept unsolicited resumes from search firm recruiters. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of The Trade Desk. The Trade Desk is an equal opportunity employer. All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReduxLibraries
    • ASP.NETFrameworks
    • SparkFrameworks
    • CassandraDatabases
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • RedisDatabases
    • VerticaDatabases
    • AerospikeDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • SalesforceCRM
    • MarketoLead Gen

Location

Our NY office is sandwiched between Flatiron and K-Town, close to lots of great restaurants.

An Insider's view of The Trade Desk

How do you collaborate with other teams in the company?

Our most recent Connected TV (CTV) launch was exciting because CTV is a big industry game changer. A lot of people from the London office worked on the project, so I know about the problems we had to solve in order to get us to the point where we could push it live. I’m excited to see how well it takes off.

Kruna

Software Engineer

What makes someone successful on your team?

Unrelenting curiosity. When you’re given a problem or task, you’re so curious that you become obsessive about solving it. I always know that I’ve found great engineers when they refuse to let go of a problem I’ve given them until they figure it out. This quality proves especially useful for a lot of the problems we work on.

Tim

Senior Software Engineer

How do you make yourself accessible to the rest of the team?

During the Engineering Palooza event three years ago, a group of 25 engineers, spent a week in Boulder just brainstorming ideas and talking about our next-gen infrastructure. The sheer brain power in that room was absolutely amazing! Since then, the team has grown, ideas have expanded, and we’re tackling more complex problems than ever before.

Arvind

Principal Lead Software Engineer

What's the biggest problem your team is solving?

Those moments usually involve us looking at vast volumes of data to answer a question or inform a decision. A few examples are investigating how a client uses a certain feature, so we can build a new one to increase efficiency, or helping partners write an attribution model or build a custom report, so they can gain new insights from their data.

André

Solutions Architect

What are The Trade Desk Perks + Benefits

The Trade Desk Benefits Overview

At The Trade Desk we think what you do outside the office is just as important as what you do inside the office, which is why we offer a range of benefits to help our employees lead a healthy and balanced life. We offer competitive benefits ranging from parental leave to savings and investments plan that help you plan for the future. We have offices around the world and they all have something that makes them unique, whether there's a fridge stocked with local craft beer, or daily ping pong tournaments, there's always something fun happening at our TTD offices.

Culture
Friends outside of work
Eat lunch together
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Mentorship program
Online course subscriptions available
Paid industry certifications

Additional Perks + Benefits

Competitive Salary. Flexible Hours. Meaningful Stock Options. Full health, dental, and vision coverage. Awesome office location with fully stocked fridge, gourmet local coffee, games and breakfast & lunch 2X per week.

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