# Platform Experience Manager

**Company:** [Mntn](https://hotfix.jobs/companies/mntn)
**Location:** Remote
**Role:** Support Engineering
**Experience:** 3+ years
**Skills:** Intercom, Slack, Zoom, Technical Support, Solutions Engineering, Customer Success, Bug Triage, Troubleshooting, Adtech, Performance Marketing, Product Launches, Product Enablement
**Posted:** 2026-08-24

> Own customer-facing technical support and product feedback for an assigned MNTN platform domain. The role troubleshoots complex issues, supports escalations and launches, and translates customer insights into improvements across Product and Engineering.

## Job Description

## Responsibilities

### Customer and Revenue Support
- Intake, triage, and resolve customer technical inquiries through Intercom, email, and Zoom.
- Identify, reproduce, document, and escalate bugs and complex technical issues to Engineering.
- Serve as a technical escalation point for Customer Success when issues put retention at risk.
- Manage communications for active, customer-impacting platform issues through resolution.
- Represent the customer perspective throughout product planning and release cycles.
- Own the customer side of product launches from beta through release.
- Identify launch customers, coordinate feedback forums, synthesize insights, and prepare customers and internal teams for releases.
- Partner with Product, Product Marketing, and Enablement on launch materials and internal enablement sessions.
- Surface trends from support queues and customer interactions as actionable feedback for Product and Engineering.

## Requirements
- 3+ years of experience in a customer-facing technical role such as technical support, solutions engineering, platform enablement, or customer success.
- Prior experience in AdTech or performance marketing.
- Ability to troubleshoot complex platform issues, triage bugs, and communicate technical concepts clearly.
- Strong verbal and written communication skills for technical and non-technical audiences.
- Strong cross-functional collaboration skills across Product, Engineering, Revenue, and Enablement.
- Excellent organization and ability to manage concurrent issues and projects.
- Proactive, solutions-oriented approach with strong root-cause analysis and follow-through.

## Compensation and Benefits
- Benefits and compensation details are not specified in the posting.

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