Prod Ops/Tech Support

At MNTN, we’ve built a culture based on quality, trust, ambition, and accountability – but most importantly, we really enjoy working here. We pride ourselves on our self-service platform and are constantly seeking to improve the user experience for our customers and scale for efficiency. Our startup spirit powers our growth mindset and supports our teammates as they build the future of ConnectedTV. We’re looking for people who naturally want to do more, own more, and make an impact in their careers – and we’re seeking someone to be part of our next stage of growth.

We are looking for a Tech Support Engineer within the Production Operation team. You will be a tech-savvy problem solver with a passion for delivering exceptional customer support. As a Tech Support Engineer at MNTN, you will play a pivotal role in ensuring our customers receive top-notch technical assistance and an outstanding customer experience.

What you will do:

• Monitor incoming customer inquiries and feedback through the ticketing system. Understand customer’s primary concerns and requests. Clarify the issues and state clearly in the ticket. 
• Capable of summarizing a technical issue for multiple stakeholders, maintaining a detailed record of the investigation process, and finding solutions.
• Have a good understanding of the products MNTN offers, familiarity with all major features in the application, and be able to reproduce or rule out problems quickly.
• Collaborate closely with non-technical team members, engineers, and customers to solve the problems. Ensuring customer satisfaction by connecting the related parties within the organization, and resolving issues effectively in an accurate and timely manner.
• Work with different engineering squads to track the issue’s status, understand the proposed solutions, and obtain the estimated release timeline.
• Own the supporting case end to end, including communicating to the customer, bridging between different teams inside the organization, tracking the issue status, and eventually close the case. 
• Capitalize on feedback from our customers and partners to improve our functional and technical documentation and suggest product improvements
• Contribute to the success of the support team with active contributions: workshops, documentation, and pair programming.
• Participate in on-call rotations to coordinate and resolve emergencies (occasionally)
• A willingness to learn and help others on the team grow

What you will bring: 

• You have at least 4 years of experience in application development or technical application support experience.
• You have a strong ability for self-reflection, critical thinking capabilities, an observability mindset, and a data-driven approach.
• You enjoy investigating and pairing with engineers and supporting analysts to maintain and improve customer satisfaction.
• You have the basic knowledge and skill sets of understanding web application data flow, searching server log, querying DB for data results to support your triage work. 
• You know how to communicate effectively with internal stakeholders from various teams.
• You have strong written and verbal communication skills
• You are autonomous, reactive, and self-motivated in the remote environment.

MNTN perks:

• Work from home anywhere in the US
• Open-ended vacation policy with an annual vacation allowance
• Three-day weekend every month of the year
• Competitive compensation
• 100% healthcare coverage
• 401k plan
• Flexible Spending Account (FSA) for dependent, medical, and dental care
• Access to coaching, therapy, and professional development

About MNTN:

Our recruiters will always reach out using an email address ending with @mountain.com. If you’re contacted by someone without that address and they mention a Reference Code (which we never use), then that ain’t us folks. Tell those trolls to take a hike–you’re waiting to climb a MNTN.

MNTN provides advertising software for brands to reach their audience across Connected TV, web, and mobile. MNTN Performance TV has redefined what it means to advertise on television, transforming Connected TV into a direct-response, performance marketing channel. Our web retargeting has been leveraged by thousands of top brands for over a decade, driving billions of dollars in revenue.

Our solutions give advertisers total transparency and complete control over their campaigns – all with the fastest go-live in the industry. As a result, thousands of top brands have partnered with MNTN, including Petsmart, Build with Ferguson Master, Simplisafe, Yieldstreet and National University.

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