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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