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Senior Support Analyst

Up to £42,000 yearly

Air Recruitment

Air Recruitment

Last Updated: 11/12/22

Job Description

Senior Support Analyst – London / Remote - £42K plus benefits

Seeking a Senior Support Analyst to join a growing Product Development team. The Product Development team focuses on applying the best agile and lean product management principles to create industry-first solutions for clients to help make their brands become more valuable to the world. The vision is of rapidly creating prototypes and value driven product capabilities.

You’ll be responsible for supporting the tools company has developed in partnership with their client. This will include fielding user requests, troubleshooting issues and handling day-to-day product needs with the ultimate goal of ensuring client and user satisfaction with the tools. You’ll work hand-in-hand with Product, Engineering and Client Service as the first point of contact for users, escalating issues as needed and proactively identifying both quick solutions and longer term product opportunities. You’ll understand the workings of product, client and user groups and will use your strong communication, problem solving skills and technical knowledge/skills to keep the tools delivering for them.

Some of the things you’d do

  • Partner with product, engineering and client service to understand how our products operate and identify potential opportunities to improve them based on support work and user engagement
  • Provide technical support for Google Custom team and product users
  • Address user inquiries - access requests, troubleshooting, triaging potential bugs, etc.
  • Communicate! Keep internal teams and external clients up-to-speed on the status of requests, issues, etc.
  • Create and maintain Service Desk to address feature changes and potential bugs, track incidents, etc.
  • Support custom client requests for power users, identifying the appropriate solutions based on our suite of tools. Using your technical knowledge and referencing technical and product documentation / code and query reports / databases to deliver answers to queries as needed and perform QAing for consistent and accurate delivery.
  • Maintain deliverables associated with product suite, managing data feeds, data validation processes and reporting needs
  • Leverage your learnings from support to help improve our tools in partnership with engineering. Get to know the code and develop solutions
  • Help identify and build automated solutions to support day-to-day delivery
  • Learning feature functionality and associated code
  • Reviewing the code base and writing new code - with coordination from the engineering team.
  • Assessing feasibility of feature requests by reviewing API documentation etc.
  • Opportunity to be involved in, gain skills and contribute to projects within product development through various areas such as Engineering, Product & Innovation.
A bit about yourself
  • 2+ years’ experience in an analytically driven product role, preferably agency-side within the digital marketing industry
  • Strong and proactive communication skills working with a variety of client and internal stakeholders
  • Good organizational and project management skills to keep on top of your own and others’ workload
  • Knowledge of the Adtech campaign landscape, governance and advertising platforms. A good understanding of automation technologies.
  • Comfortable working in and assisting others through company help desk software, such as Jira and maintain Knowledge Base (Confluence) and other documentation.
Nice to have (distinctive advantage)
  • Experience or background in Media technology / Activation
  • Understanding of Advertising APIs such as Google Ads, DV360, Facebook etc
  • Experience in coding, SDLC & Basic Python, SQL
  • Experience in using Gitlab and git commands
  • Experience in Big Query and GCS
  • ITIL qualification



Company Details

London, London, United Kingdom
We are a recruitment consultancy that specialises in finding the best people for agencies. We focus on agency people. This includes account handling, new business, project management, planning and creative people. If you're looking for roles within integrated and digital agencies please get in touch. We understand what each of our clients look for in their employees. We listen to candida...