Technical Account Manager

As a Technical Account Manager, you will play a critical role in the success of our Vungle Exchange customers around the globe with a hyper focus on our clients in the USA region. Technical Account Managers serve as client-facing experts on the technical inner workings of the Vungle Exchange. Your job is to use your tech skills and customer service abilities to support our clients. This includes answering their questions, helping with technical setups, showing them the best ways to use our products, and solving any tech issues fast.

This is a high-profile role within the growing Vungle Exchange organization. We are looking for a self-starter who is comfortable working through ambiguous problems, has experience establishing new processes, and possesses a ‘no problem too big or small’ attitude. Curiosity, urgency and a desire to learn and teach others will go a long way in this role.

Responsibilities:

• Become an expert on the Vungle Exchange, including all features, limitations, future-releases and work-arounds
• Collaborate with Partner Managers to build robust partnerships while ensuring technical requirements and best practices are met
• Manage client expectations through frequent and clear communication
• Escalate issues and collaborate with Product and Engineering teams to deliver technical solutions
• Analyze reporting data to proactively identify revenue-impacting issues facing and areas of opportunity
• Support third party integrations by harmonizing platform specifications, overseeing launch testing, and maintaining relationships with technical contacts
• Create internal and/or external documentation and processes for common issues and tasks
• Use Charles Proxy to analyze network traffic, identify issues in bid requests and responses, and assist in debugging ad platform integration problems
• Understand HTML, Javascript, JSON, and XML structures sufficiently to interpret ad-related code and data
• Analyze HTTP protocol interactions, including interpreting status codes and explaining the significance of various request/response headers in the context of ad delivery
• Review and explain different types of ad tags (e.g. JS, iframe, image) to clients and internal teams
• Navigate ad servers to investigate campaign setups, identify potential causes of discrepancies, and recommend optimizations for ad delivery
• Communicate technical concepts clearly to both technical and non-technical stakeholders, bridging the gap between clients and internal engineering teams

Requirements: 

• Bachelors Degree
• 5+ years of experience working at an agency trading desk, DSP, SSP, or ad exchange
• Deep knowledge with the OpenRTB protocol and VAST and MRAID specifications
• Demonstrates excellent troubleshooting skills and proficiency in:
• Using Charles Proxy to analyze network traffic, identify issues in bid requests and responses, and assist in debugging ad platform integration problems
• Understanding HTML, Javascript, JSON, and XML structures sufficiently to interpret ad-related code and data
• Analyzing HTTP protocol interactions, including interpreting status codes and explaining the significance of various request/response headers in the context of ad delivery
• Reviewing and explaining different types of ad tags (e.g. JS, iframe, image) to clients and internal teams
• Navigating ad servers to investigate campaign setups, identify potential causes of discrepancies, and recommend optimizations for ad delivery
• Communicating technical concepts clearly to both technical and non-technical stakeholders, bridging the gap between clients and internal engineering teams
• History of resolving reporting discrepancies and data issues
• Experience writing and running SQL queries in Looker or other SQL tools
• Relevant experience with SDKs, MMPs, SKAN, CPI, and ROAS, specifically in mobile advertising is preferred
• Basic knowledge of inventory transparency frameworks and industry privacy policies (GDPR, TCF, CCPA, ads.txt, viewability, etc.)
• Ability to read and write technical documentation
• Proven relationship builder that is comfortable working directly with clients to resolve issues quickly over WeChat, video chat, Slack, email and in-person
• Ability to collaborate with Product team members to drive platform innovation, ensuring the RTB platform satisfies or exceeds market needs
• Ability to recognize business usage and utilize capabilities within third party vendor services
• Ability to travel internationally 1-2 times a quarter for client engagements and company events.

Location:
This role is eligible for full-time remote work in one of our entities: CA, CO, ID, IL, FL, GA, MA, MI, MN, MO, NJ, NV, NY, OR, PA, TX, UT, and WA.

We are a remote-first company with US hubs in Redwood City, Los Angeles, and New York City.

Travel Expectations:
We offer several opportunities for in-person team gatherings, including but not limited to project meetings, regional meetups, and company-wide events. We expect our employees to attend these gatherings at least once per quarter. These gatherings provide essential opportunities for collaboration, communication, and team building.

Compensation:
Liftoff offers all employees a full compensation package that includes equity and health/vision/dental benefits associated with your country of residence. Base compensation will vary based on the candidate’s location and experience.

The following are our base salary ranges for this role:

• SF Bay Area, NYC, Los Angeles/Orange County: $100,000 – $125,000 plus bonus
• Seattle/Olympia, Austin, San Diego, Santa Barbara, Boston: $90,000 – $115,000 plus bonus
• All other cities and towns in our approved states: $85,000 – $110,000 plus bonus