Technical Customer Support Specialist

**Job Title**: Technical Customer Support Specialist

**Location**: Remote

**Overview**: The Technical Customer Support Specialist at TyrAds is responsible for delivering top-tier technical support to publishers, advertisers, and end-users using our offerwall platform. This role involves troubleshooting SDK integration issues, analyzing data to resolve discrepancies, and enhancing customer satisfaction by leveraging technical expertise and customer-centric solutions. You will be key to ensuring the seamless integration and operation of our offerwall across client and internal products.

**Key Responsibilities**:
**Customer Support and Issue Resolution**:

- Investigate and resolve issues related to SDK/S2S and API integrations, including reward tracking discrepancies and data issues (e.g., impressions, clicks, conversions).

**Data Analysis and Reporting**:

- Analyze data to troubleshoot user engagement, fraud rejections, and reward fulfillment discrepancies.
- Use reporting tools (e.g., SQL, Tableau, Google Analytics) to deliver insights on support metrics and performance.
- Monitor and analyze data to identify trends, issues, and optimization opportunities.

**Incident and Ticket Management**:

- Manage, track, and prioritize support tickets, ensuring timely resolution and effective communication with customers.
- Collaborate with internal engineering teams to escalate complex issues and keep stakeholders informed.

**Customer Success and Proactive Support**:

- Work closely with account managers and customer success teams to ensure customer satisfaction and proactively identify potential issues.
- Provide technical suggestions to improve campaign performance and user engagement.
- Assist the monetization and CSS teams by analyzing data to optimize user behavior and revenue generation.

**Cross-Functional Collaboration**:

- Partner with product, engineering, and business development teams to contribute to platform improvements and ensure smooth feature rollouts.
- Participate in beta testing of new SDK versions and provide feedback for improvements.

**Documentation and Training**:

- Develop and maintain technical documentation, user guides, and FAQs for internal and external use.
- Create tutorials and webinars to support SDK integration and platform optimization.

**Required Skills and Qualifications**:

- **Education**: Bachelor’s degree in Computer Science, Information Technology, Data Analytics, or a related field, or equivalent work experience.
- **Technical Proficiency**:

- Experience troubleshooting technical issues on iOS and Android platforms.
- Familiarity with web technologies (HTML, JavaScript) and database querying (SQL).
- Understanding of digital advertising concepts, including impression tracking and conversion metrics.
- **Data Analysis**: Experience with analytics tools (e.g., Google Analytics, Mixpanel, Tableau) and large dataset analysis for performance optimization.
- **Problem-Solving Skills**: Strong problem-solving abilities, particularly in diagnosing SDK integration and data-related issues.
- **Communication Skills**: Excellent written and verbal communication skills with the ability to explain technical concepts to non-technical customers.
- **Customer-Centric Approach**: Patience, empathy, and a proactive mindset for resolving technical challenges.

**Preferred Experience**:

- 2-3 years in a technical support role, preferably with SDK integration or digital advertising focus.
- Familiarity with offerwall platforms or reward-based advertising
- Experience with data visualization tools like Tableau or Power BI.

**Work Environment**:

- Remote work options with flexible hours to accommodate global customer support needs.
- May require occasional on-call or shift work.