Supervisor, Platform Support

The Trade Desk revolutioniert die Art und Weise wie globale Marken und Agenturen datengetriebene digitale Werbung aussteuern können. Wie? Als weltweit führende unabhängige Plattform für Media-Einkauf, ermöglichen wir es unseren Kunden zielgerichtete und damit für Endkonsumenten relevante Werbung auszuspielen. Dabei setzen wir neue Standards in Bezug auf globale Reichweite, Targeting-Genauigkeit und Transparenz.

We are looking to hire a European-based Supervisor, Platform Support who will work in collaboration with our Business Teams to ensure the highest level of 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 continue their learning; 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, coach and have team leadership experience. The position would involve 30% of the time focused on assessing the queue, and 70% of the time coaching, mentoring and assisting the team.

Day-to-Day Operational Responsibilities:
- Oversees and maintains effective queue management by ensuring that tickets are being approached using a top-down method. The supervisor will also proactively contribute to leaving notes within tickets to help quicken investigations to resolution.- Directs the team’s daily operations, taking initiative on tickets that can be completed without Development Team assistance, has ownership of daily team stand-ups, as well as assigning cases to team members based on urgency or need.- Responsible for daily regional handoffs, both to and from EMEA.- Manages the re-assignment of regional cases based on requirement.- Sets expectations for priority requests based on complexity and ensures that this is communicated in a timely manner.- Multi-task and help troubleshoot various technical issues related to the Trade Desk's Trading Platform Application.- Act as a primary conduit/catalyst between the Support Team and associated TTD Teams.- Ensure platform incidents and tools are handled with adherence to SLAs.- Contribute to the company and Support Team’s Knowledge Base.- Light on-call/after-hours support.

Team/Individual Performance Responsibilities:
- Help onboard new employees to the team.- Assist in the identification and coordination of Support team training needs.- Provide mentorship and coaching to members of the Global Support Team.- Regularly assess team members' workload and focus on their continued development and performance with adherence to MBO’s.

Managerial Contact Responsibilities:
- Notes both team and individual successes/challenges and escalates performance issues to manager.- Assist with screening and hiring permanent support team members for the Support Organization.- Assists management with monthly regional reporting.- Implements organizational updates/changes as communicated by managers.- Primary point of contact when Director and Managers are unavailable.

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 lead or relevant informal management experience (mentorship, acting leader etc...).- 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.

The Trade Desk akzeptiert keine unaufgeforderten Lebensläufe von Personalvermittlern. Für den Fall, dass ein von einem Personalvermittler, ohne Vertrag, eingereichter Kandidat eingestellt wird, werden keine Honorare gezahlt; derartige Lebensläufe gelten als alleiniges Eigentum von The Trade Desk. The Trade Desk ist ein Arbeitgeber, der allen gleiche Chancen bietet. Alle Aspekte einer Anstellung basieren auf Leistung, Kompetenz und unseren Geschäftsanforderungen. Wir unterscheiden nicht nach ethnischer Herkunft, Hautfarbe, Religion, Familienstand, Alter, nationaler Herkunft, Abstammung, körperlicher oder geistiger