Platform Support Specialist

At MNTN, we put our people first, full stop. This allows our company culture to be defined by our team members and their shared values, like trust, ambition, quality, radical honesty, and compassionate leadership. It’s why we all really love working for the Hardest Working Software in Television™ (and also why we were named one of Ad Age’s Best Places To Work in 2026.) We pride ourselves on bringing unrivaled performance and simplicity to Connected TV advertising. Our self-serve technology makes running TV ads as easy as search and social, helping brands drive measurable conversions, revenue, site visits, and more. It’s what led MNTN to being named one of Fast Company's Most Innovative Companies in 2023. We’re committed to innovation that empowers, not replaces. At MNTN, AI is a tool for growth, enhancing efficiency while keeping a people-first approach. Our goal is to streamline workflows and drive new solutions—without compromising the human element that makes our company great. So if wanting to do more, own more, and make a bigger impact comes naturally to you, then you may be the person we're looking for to join us in our next stage of growth. We're looking for a Platform Support Specialist to join MNTN's growing customer support function and serve as a primary point of contact for non-staffed customers, small businesses using MNTN's self-serve advertising platform without a dedicated customer success representative. In this role, you'll support the full customer experience for this segment: diagnosing issues, resolving problems at first contact where possible, and connecting customers with the right resources to help them succeed independently. This is a high-volume, product-focused role where success is defined by speed, accuracy, and the ability to get customers unstuck without unnecessary escalation. This is a founding role. You'll be joining a net-new support org at the ground level, with the opportunity to help shape how Platform Support operates by following and providing feedback on the processes, standards, and culture that the function will be built on. What you'll do Work a daily queue of inbound customer inquiries across multiple product areas, prioritizing by urgency and SLA targets Diagnose and resolve platform-related issues, including account setup, billing, product navigation, campaign troubleshooting, and general how-to questions, at first contact whenever possible Ask targeted clarifying questions, reproduce problems where possible, and cross-reference known platform behavior to get to root cause quickly When escalation is required, document the issue thoroughly and route it to the correct team with full context Build working knowledge of available self-service resources and match customers to the right help center article, onboarding material, or in-product guide Maintain accurate, consistent ticket documentation: issue categorization, resolution steps, and outcome logged for every interaction Follow triage and escalation protocols consistently; use good judgment to distinguish between issues resolvable at the support tier and those requiring escalation Meet SLA targets for response time and resolution time across all assigned channels Flag recurring issues, product confusion patterns, and help center gaps to your team lead through regular cadences and proper documentation As a member of the founding Platform Support team, contribute feedback and ideas that help shape team processes, documentation standards, and ways of working What success looks like Customers reach resolution quickly and consistently, without needing to escalate or follow up First-contact resolution rates are high and SLA targets are met across all channels Customers are directed to self-service resources effectively, reducing repeat inquiries on the same topics Ticket documentation is clean, consistent, and useful for queue reporting and trend analysis Your team lead receives clear, timely signal on recurring issues and product friction, not just one-off observations You've contributed meaningfully to the foundation of the Platform Support org, actively engaging with and helping refine the processes and standards as they're established What you bring 1–3 years of experience in a customer-facing role, with some exposure to product or technical support (SaaS, adtech, or digital marketing platforms preferred) Ability to diagnose and resolve platform issues independently, without defaulting to escalation Experience working within a ticketing or chat-based support system (Intercom, Zendesk, Salesforce Service Cloud, or similar), ideally at production volume Comfort navigating ambiguous or incomplete problem descriptions and asking the right questions to surface root cause Strong written communication skills: clear, concise, and professional in a high-volume async environment Background in adtech, digital advertising, programmatic media, or connected TV (CTV/OTT) is a plus Familiarity with self-serve advertising platforms and the types of issues small business advertisers commonly encounter is a plus Resolution-oriented: drives tickets to closure without letting ambiguity become a reason to pass issues along Resourceful: finds answers using available documentation and product knowledge before escalating Feedback-oriented: surfaces patterns and product gaps proactively rather than treating every ticket as a one-off About MNTN Our recruiters will always reach out using an email address ending with @mountain.com OR @mntn.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 Tarte, Decked, and National University. #LI-Remote