Platform Support Specialist [Kamino Retail]

Kamino Retail (powered by Equativ) stands at the forefront of retail media innovation as a pioneering SAAS platform. We equip retailers with advanced tools and solutions to revolutionize their advertising strategies, amplify customer engagement, and drive concrete results. Join us in shaping the future of retail media through innovation, collaboration, and strategic prowess. ‍

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Role Overview:

As a Platform Support Specialist, you will play a critical role in ensuring the seamless functionality of our platform by troubleshooting and resolving technical issues. You will analyze escalated bugs reported by internal teams and clients, providing insights that guide the Product and R&D teams in stabilizing the platform. Additionally, you will perform technical tasks to proactively mitigate platform user issues. Working under the Director of Client Operations, this role bridges the gap between clients, operations, and development, driving platform excellence. 

Key Responsibilities:

• Troubleshooting & Issue Resolution: Investigate and diagnose platform bugs reported by clients or internal teams, providing clear and effective solutions.
• Escalation Analysis: Analyze escalated bugs to identify patterns, root causes, and critical areas for stabilization, offering actionable insights to the Product and R&D teams.
• Platform Stabilization Planning & Self-service Tooling: Collaborate with Product and R&D teams to prioritize and address key platform issues, contributing to stabilization plans and improvements of our self-service toolings to further enable our clients.
• Technical Task Execution: Perform platform-oriented technical tasks, such as configuring settings or applying fixes, to mitigate user issues and optimize the platform experience.
• Communication: Act as a key liaison between clients, internal teams, and the R&D department to ensure clear communication of issue status and resolutions.
• Documentation: Maintain detailed logs of issues, resolutions, and escalations to build a robust knowledge base for future reference.
• Platform Expertise: Develop a deep understanding of Kamino Retail’s platform to provide accurate guidance to clients and internal stakeholders.
• Feedback Loop: Gather and relay client feedback on platform performance to identify opportunities for improvement and innovation.

Qualifications:

• Proven experience in technical support, platform operations, or a related role in a SaaS or AdTech environment. 
• Strong analytical and troubleshooting skills with the ability to resolve issues systematically. 
• Experience analyzing bugs and providing recommendations for product stabilization or improvement. 
• Excellent verbal and written communication skills to explain technical concepts to non-technical users. 
• Proficiency in using ticketing systems (e.g., Jira, Zendesk) and a methodical approach to incident tracking. 
• Familiarity with retail media platforms, digital advertising, or similar industries is a plus. 
• Basic knowledge of programming or debugging is a bonus.

Why Choose Us? If you are a technical professional with a passion for retail media and a desire to play a pivotal role in implementing cutting-edge solutions, we invite you to apply and join our innovative team at Kamino Retail. Shape the future of retail media with us!