Supervisor, Platform Support

The Trade Desk is changing the way global brands and their agencies advertise to audiences around the world. How? With a media buying platform that helps brands deliver a more insightful and relevant ad experience for consumers and sets a new standard for global reach, accuracy, and transparency. We are proud of the culture we have built. We value the unique experiences and perspectives that each person brings to The Trade Desk, and we are committed to fostering inclusive spaces where everyone can bring their authentic selves to work every day.

So, if you are talented, driven, creative, and eager to join a dynamic, globally-connected team, then we want to talk!

We are looking to hire a European-based Supervisor, Platform Support who will work in collaboration with our Business Teams to ensure the highest level of Platform Support. Were looking for someone who is enthusiastic about new technology, has not only the existing technical skills to be successful but also the acumen to continue their learning; youll never run out of things to learn here. Youre comfortable being a mediator between account and technology teams, helping both reach solutions on high-priority technical issues. Youre a problem solver, an expert communicator, coach and have team leadership experience. The position would involve 30% of the time focused on assessing the queue, and 70% of the time coaching, mentoring and assisting the team.


Day-to-Day Operational Responsibilities:


Oversees and maintains effective queue management by ensuring that tickets are being approached using a top-down method. The supervisor will also proactively contribute to leaving notes within tickets to help quicken investigations to resolution.

Directs the teams daily operations, taking initiative on tickets that can be completed without Development Team assistance, through the ownership of daily team stand-ups, as well as assigning cases to team members based on urgency or need.

Responsible for daily regional handoffs, both to and from EMEA.

Manages the re-assignment of regional cases based on requirement.

Sets expectations for priority requests based on complexity and ensures that this is communicated in a timely manner.

Multi-task and help troubleshoot various technical issues related to the Trade Desk's Trading Platform Application.

Act as a primary conduit/catalyst between the Support Team and associated TTD Teams.

Ensure platform incidents and tools are handled with adherence to SLAs.

Contribute to the company and Support Teams Knowledge Base.

Light on-call/after-hours support.


Team/Individual Performance Responsibilities:


Help onboard new employees to the team.

Assist in the identification and coordination of Support team training needs.

Provide mentorship and coaching to members of the Global Support Team.

Regularly assess team members' workload and focus on their continued development and performance with adherence to MBOs.


Managerial Contact Responsibilities:


Notes both team and individual successes/challenges and escalates performance issues to manager.

Assist with screening and hiring permanent support team members for the Support Organization.

Assists management with monthly regional reporting.

Implements organizational updates/changes as communicated by managers.

Primary point of contact when Director and Managers are unavailable.

Who You Are:


Bachelors Degree from a four-year university or relevant substitute experience.

4 - 6 years relevant work experience in Technical and/or Application Support.

2+ years of management/team lead or relevant informal management experience (mentorship, acting leader etc...).

Exemplary communication and customer service skills and mentality.

Leadership experience including responsibility for individual members workload, development and performance.

Outstanding troubleshooting, analytical, and problem-solving abilities, along with an ability to collaborate cross-functionally in a fast-paced and growing environment.

Mid-level to advanced experience with Programming languages (HTML, Java, JavaScript ,Vast (link removed)) is a plus.

Experience handling complex datasets, identifying trends within the data, and performing comparisons between multiple data sources.

Mid-level to advanced experience with databases, SQL, API's - Able to create queries to retrieve records, aggregate data from a variety of data sources, and an understanding of the underlying data structures.

Mid-level to advanced knowledge of Excel and MS Office, including pivot tables, chart-making, and manipulation of large data sets is a plus.

The Trade Desk does not accept unsolicited resumes from search firm recruiters. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of The Trade Desk. The Trade Desk is an equal opportunity employer. All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.