Advertising Platform Support

Advertising Platform Support – Tier 1 & Tier 2
Location: Hyderabad
Experience: 3+ years
Background: Ad Operations / Advertising Platform Support
We are looking for experienced Advertising Platform Support professionals with a strong Ad Operations / AdTech background to support advertising products and partner-facing platforms.
In this role, you’ll manage partner support requests through Salesforce case queues, troubleshoot and reproduce platform issues, handle access and billing-related requests, and collaborate with Engineering and Product teams on technical escalations.
Key Responsibilities
• Provide Tier 1 and Tier 2 support for advertising platforms and partner-facing products.
• Manage support cases through Salesforce while meeting priority, FIFO, routing, and SLA requirements.
• Troubleshoot platform, configuration, user-access, billing, and operational issues.
• Triage cases by validating issue type, required information, and appropriate routing.
• Investigate and reproduce partner-reported issues across relevant portals and platforms.
• Determine whether issues relate to configuration, platform behavior, data, user error, or potential product/technical defects.
• Escalate complex issues to Engineering/Product teams with complete troubleshooting details and supporting evidence.
• Maintain accurate case documentation, investigation findings, actions taken, and resolution details.
• Monitor escalated cases through resolution and closure.
• Use Jira, Confluence, SOPs, runbooks, and knowledge bases for troubleshooting and issue research.
• Identify recurring issues and recommend potential process or product improvements.
• Maintain clear and professional communication with partners and internal stakeholders.
Required Skills & Experience
• 3+ years of experience in Ad Operations and/or Advertising Platform Support.
• Strong understanding of digital advertising, campaign/product workflows, sponsored listings, performance advertising, and partner account structures.
• Experience troubleshooting platform, configuration, user-access, and operational issues.
• Basic understanding of advertising-platform billing concepts.
• Experience in a structured Tier 1/Tier 2 support or case-management environment.
• Hands-on experience with Salesforce or similar ticket/case-management systems.
• Understanding of SLA management, FIFO, ticket prioritization, queue management, and escalation processes.
• Strong issue-investigation, reproduction, and documentation skills.
• Familiarity with Jira and Confluence.
• Strong analytical, problem-solving, and communication skills.
• Ability to manage multiple cases while maintaining SLA commitments.
• Strong ownership and ability to collaborate with Engineering, Product, and Support teams.
Preferred Qualifications
• Previous experience supporting AdTech, advertising platforms, or partner-facing digital platforms.
• Experience coordinating technical escalations with Engineering/Product teams.
• Experience supporting North American clients or working in US/NA business hours.
Tools & Platforms
Salesforce | Jira | Confluence | Microsoft 365
Interested candidates with relevant Ad Operations / Advertising Platform Support experience are encouraged to apply.
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Work arrangement
No