Technical Account Manager

Summary

Join Liftoff as a Technical Account Manager and play a crucial role in the success of Vungle Exchange customers globally, particularly in the USA region. As a client-facing expert on the technical aspects of the Vungle Exchange, you will utilize your technical skills and customer service abilities to support clients. This includes answering questions, assisting with technical setups, demonstrating best practices for using products, and resolving technical issues promptly. This high-profile role within the growing Vungle Exchange organization requires a self-starter who thrives in ambiguous situations, has experience establishing new processes, and possesses a 'no problem too big or small' attitude. Curiosity, urgency, and a desire to learn and teach are highly valued in this position.

Requirements

• Bachelors Degree
• 5+ years of experience working at an agency trading desk, DSP, SSP, or ad exchange
• Deep knowledge with the OpenRTB protocol and VAST and MRAID specifications
• Demonstrates excellent troubleshooting skills and proficiency in
• Using Charles Proxy to analyze network traffic, identify issues in bid requests and responses, and assist in debugging ad platform integration problems
• Understanding HTML, Javascript, JSON, and XML structures sufficiently to interpret ad-related code and data
• Analyzing HTTP protocol interactions, including interpreting status codes and explaining the significance of various request/response headers in the context of ad delivery
• Reviewing and explaining different types of ad tags (e.g. JS, iframe, image) to clients and internal teams
• Navigating ad servers to investigate campaign setups, identify potential causes of discrepancies, and recommend optimizations for ad delivery
• Communicating technical concepts clearly to both technical and non-technical stakeholders, bridging the gap between clients and internal engineering teams
• History of resolving reporting discrepancies and data issues
• Experience writing and running SQL queries in Looker or other SQL tools

Responsibilities

• Become an expert on the Vungle Exchange, including all features, limitations, future-releases and work-arounds
• Collaborate with Partner Managers to build robust partnerships while ensuring technical requirements and best practices are met
• Manage client expectations through frequent and clear communication
• Escalate issues and collaborate with Product and Engineering teams to deliver technical solutions
• Analyze reporting data to proactively identify revenue-impacting issues facing and areas of opportunity
• Support third party integrations by harmonizing platform specifications, overseeing launch testing, and maintaining relationships with technical contacts
• Create internal and/or external documentation and processes for common issues and tasks
• Use Charles Proxy to analyze network traffic, identify issues in bid requests and responses, and assist in debugging ad platform integration problems
• Understand HTML, Javascript, JSON, and XML structures sufficiently to interpret ad-related code and data
• Analyze HTTP protocol interactions, including interpreting status codes and explaining the significance of various request/response headers in the context of ad delivery
• Review and explain different types of ad tags (e.g. JS, iframe, image) to clients and internal teams
• Navigate ad servers to investigate campaign setups, identify potential causes of discrepancies, and recommend optimizations for ad delivery
• Communicate technical concepts clearly to both technical and non-technical stakeholders, bridging the gap between clients and internal engineering teams

Preferred Qualifications

• Relevant experience with SDKs, MMPs, SKAN, CPI, and ROAS, specifically in mobile advertising is preferred
• Basic knowledge of inventory transparency frameworks and industry privacy policies (GDPR, TCF, CCPA, ads.txt, viewability, etc.)
• Ability to read and write technical documentation
• Proven relationship builder that is comfortable working directly with clients to resolve issues quickly over WeChat, video chat, Slack, email and in-person
• Ability to collaborate with Product team members to drive platform innovation, ensuring the RTB platform satisfies or exceeds market needs
• Ability to recognize business usage and utilize capabilities within third party vendor services
• Ability to travel internationally 1-2 times a quarter for client engagements and company events

Benefits

• Health/vision/dental benefits associated with your country of residence
• Equity
• Remote work
• Flexible hours
• Bonuses and incentives