Technical Support Lead

DoubleVerify is a leading software platform for digital media measurement, data and analytics. DV’s mission is to be the definitive source of transparency and data-driven insights into the quality and effectiveness of digital advertising for the world’s largest brands, publishers and digital ad platforms. DV’s technology platform provides advertisers with consistent and unbiased data and analytics that can be used to optimize the quality and return on their digital ad investments. Since 2008, DV has helped hundreds of Fortune 500 companies gain the most from their media spend by delivering best in class solutions across the digital advertising ecosystem, helping to build a better industry. Learn more at www.doubleverify.com.

• Own resolution of complex Support tickets involving marketing discrepancies, data quality issues, and attribution questions, applying established troubleshooting frameworks and escalation paths.
• Act as a point of contact for escalated Support tickets, following existing workflows to loop in Engineering and Product when a ticket requires it.
• Informally guide and support other Support team members on complex tickets, with the opportunity to take on a direct report as the team grows.
• Apply established best practices for ticket prioritization and customer communication standards, and flag process gaps to Support leadership for review.
• Contribute to technical office hours and enablement resources, helping other team members with troubleshooting on complex tickets.
• Suggest opportunities to improve team efficiency through existing automation and tooling, reducing manual effort on repetitive ticket types.
• Help keep Support documentation accurate and current.
• Pass along recurring customer themes and Support insights to Product and Engineering through existing feedback channels.
  

• 5+ years of experience in technical support, solutions engineering, analytics, marketing technology, or a related technical customer-facing role.
• Hands-on troubleshooting experience with pixels, APIs, webhooks, batch files, or data integrations.
• Comfortable acting as a point of contact for escalated tickets and coordinating with Product, Engineering, and Customer Success within established processes.
• Solid customer-facing communication skills, able to translate technical detail into clear guidance for both technical and non-technical audiences.
• Some experience contributing to documentation quality and day-to-day process consistency within an existing framework.
• Bachelor's degree in a technical, analytical, or business-related field, or equivalent practical experience.

• Working knowledge of digital marketing measurement, including paid media, affiliates, email, offline channels, and the distinction between view-through and click-through attribution.
• Familiarity with attribution models, identity resolution, and the data collection methods that support multi-touch attribution.
• Experience mentoring or informally guiding other Support team members.

The successful candidate’s starting salary will be determined based on a number of non-discriminating factors, including qualifications for the role, level, skills, experience, location, and balancing internal equity relative to peers at DV.
The estimated salary range for this role based on the qualifications set forth in the job description is between $88,000 - $106,000. This role will also be eligible for bonus/commission (as applicable), equity, and benefits.
The range above is for the expectations as laid out in the job description; however, we are often open to a wide variety of profiles, and recognize that the person we hire may be more or less experienced than this job description as posted.

Not-so-fun fact: Research shows that while men apply to jobs when they meet an average of 60% of job criteria, women and other marginalized groups tend to only apply when they check every box. So if you think you have what it takes but you’re not sure that you check every box, apply anyway!