# Platform Support Specialist

**Company:** [Mntn](https://hotfix.jobs/companies/mntn)
**Location:** Remote
**Role:** Customer Support
**Experience:** 1+ years
**Skills:** Intercom, Zendesk, Salesforce Service Cloud, SaaS, Adtech, Digital Advertising, Programmatic Media, Connected Tv, Ticketing Systems, Customer Support
**Posted:** 2026-08-18

> Supports small-business customers using a self-serve advertising platform by diagnosing issues, resolving inquiries, documenting tickets, and directing users to self-service resources. The role requires 1–3 years of customer-facing or technical support experience and strong written communication.

## Job Description

## Responsibilities
- Manage a daily queue of inbound customer inquiries across multiple product areas, prioritizing by urgency and SLA targets.
- Diagnose and resolve platform issues involving account setup, billing, product navigation, campaign troubleshooting, and general how-to questions.
- Ask targeted clarifying questions, reproduce problems where possible, and identify root causes.
- Document escalated issues thoroughly and route them to the appropriate team with complete context.
- Match customers with relevant help center articles, onboarding materials, and in-product guides.
- Maintain accurate ticket documentation, including categorization, resolution steps, and outcomes.
- Follow triage and escalation protocols and determine which issues can be resolved at the support tier.
- Meet response-time and resolution-time SLA targets across assigned channels.
- Identify recurring issues, product confusion patterns, and help-center gaps.
- Contribute feedback and ideas to establish Platform Support processes, documentation standards, and ways of working.

## Requirements
- 1–3 years of experience in a customer-facing role, with exposure to product or technical support; SaaS, adtech, or digital marketing experience is preferred.
- Ability to diagnose and resolve platform issues independently.
- Experience with ticketing or chat-based support systems such as Intercom, Zendesk, or Salesforce Service Cloud.
- Ability to navigate ambiguous or incomplete problem descriptions and ask effective questions to identify root causes.
- Strong written communication skills in a high-volume, asynchronous environment.
- Resolution-oriented approach to driving tickets to closure.
- Resourcefulness in using documentation and product knowledge before escalating.
- Proactive feedback orientation, including surfacing recurring patterns and product gaps.

## Nice to Haves
- Background in adtech, digital advertising, programmatic media, or connected TV (CTV/OTT).
- Familiarity with self-serve advertising platforms and issues commonly encountered by small-business advertisers.

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**Canonical:** https://hotfix.jobs/jobs/3032135f-1185-42d1-8fb5-7f518520d155