Platform Support Analyst - Level 1

September 23, 2024

🏖️ New Jersey – Remote

Although this job is listed in New Jersey, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Neptune Retail Solutions

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Neptune Retail Solutions is a leading marketing company that specializes in connecting consumers through every step of their shopping journey by integrating the largest in-store media, digital incentives, and digital out-of-home (DOOH) networks in North America. The company leverages its expansive network to offer unmatched growth by providing billions of exclusive consumer touchpoints and activations. With exclusive retailer access, flexible incentive formats, premium near-store inventory, and high-impact digital media, Neptune Retail Solutions offers services such as data-driven campaign strategies and creative design to drive consumer action and sales. Their proprietary technology platforms, like Polaris and the Promotions Intelligence Platform, ensure effective campaign planning, execution, and measurement.

1001 - 5000 employees

🛍️ eCommerce

🛒 Retail

☁️ SaaS

📋 Description

• Responsible for helping customers resolve technical questions related to the Coupons platform, integration, and setup. • Main escalation point for technical support issues. • Provide high-quality service that aligns with customer goals and requests. • Take full ownership and control of issues, developing and maintaining excellent client relationships. • Lead interaction and collaboration with other teams to address escalated issues. • Gain a technical and functional understanding of the platform architecture. • Expertise in querying DB and analyzing data for troubleshooting. • Interact directly with partners and clients to resolve technical issues timely. • Notify management of any potential escalations and escalate where appropriate. • Work in rotational shifts and provide on-call support as needed. • Automation for repetitive tasks.

🎯 Requirements

• Bachelor's Degree (or equivalent) with hands-on experience in technical support. • Exceptional written and oral communication skills including documentation. • Past development experience is a plus • Ability to trace and debug Web applications. • Understanding of one or more relational databases (MySQL, SQL Server, Oracle), including the ability to run queries and analyze the output. • Basic understanding of Linux Server operating systems is must. • Working knowledge of Cassandra is a plus • Experience with any enterprise monitoring systems like Nagios, Splunk, NewRelic or Systems Center is highly desired. • Knowledge on ITSM framework is a plus.