Technical Support Analyst (AdTech) - REMOTE

Location: Metro Manila, Philippines | Remote (M-F)

Employment type: Full-time | Night Shift

About the role

We are expanding our global tech team and hiring a Technical Support Analyst (AdTech & Data) to support our enterprise clients. In this role, you will investigate complex data discrepancies across digital advertising platforms, provide technical support for reporting and integrations, and maintain exceptional client communication. This role is ideal for an analytical, detail-oriented professional with hands-on experience in digital advertising data who thrives in a fast-paced environment and is comfortable collaborating with cross-functional global teams.

Key responsibilities

• Investigate and resolve client-reported advertising data discrepancies by analyzing raw report outputs, ad server logs, delivery metrics, and source data.
• Use advanced Excel functions (pivot tables, complex formulas, XLOOKUP/VLOOKUP, filters) to validate large ad delivery datasets and isolate revenue/impression variances.
• Respond to client inquiries via ticketing systems (Jira, Zendesk), email, or calls with clear, timely, and professional communication.
• Provide Tier 1 technical support for ad platform integrations, reporting logic, and data delivery feeds.
• Document findings, bug reproduction steps, and root-cause analysis when escalating complex issues to Tier 2/Engineering teams.
• Help clients understand platform-specific metrics, ad dimension definitions, attribution logic, and reconciliation reporting.
• Collaborate with Product, Engineering, and Client Success Manager (CSM) teams to ensure accurate, consistent data delivery across all publisher accounts.

About you

• Direct experience working with digital advertising concepts, including impressions, clicks, eCPM, revenue reconciliation, viewability, or attribution metrics.
• Exposure to digital advertising platforms, ad servers, or programmatic tech (e.g., Google Ad Manager, DSPs, SSPs, or publisher ad operations tools).
• Bachelor's degree in Data Analytics, Computer Science, Information Technology, or a closely related field.
• Strong skills in handling large datasets using pivot tables, lookup functions, logic formulas, and data filtering techniques.
• Excellent oral and written English skills with a proven ability to translate complex technical/data issues into client-friendly explanations.
• Practical, working knowledge of SQL or database querying tools to inspect and analyze relational datasets.
• Hands-on experience using ticketing and support systems (e.g., Zendesk, Jira, Freshdesk).
• Prior experience in a B2B SaaS environment supporting global, US-based clients.
• Experience writing basic automation scripts or working with data pipeline APIs.

Job Ref: RH-TT