We are looking for experienced Platform Support professionals with an Advertising/Ad Operations background to support advertising products and partner platforms. The team will provide Tier 1 and Tier 2 support for related partner platforms, handling partner requests through Salesforce case queues and coordinating with Engineering and Product teams when required. The role involves case triage, troubleshooting, issue reproduction, user access and billing-related requests, platform feature guidance, and escalation of complex issues while ensuring SLA adherence and accurate case documentation. The role involves case triage, troubleshooting, issue reproduction, user access and billing-related requests, platform feature guidance, and escalation of complex issues while ensuring SLA adherence and accurate case documentation.

Responsibilities:

• Manage assigned partner support cases through Salesforce case queues, following priority, FIFO, routing, and SLA requirements.
• Provide Tier 1 and Tier 2 support for advertising platforms.
• Handle common partner requests including user access,



billing inquiries, platform feature guidance, and configuration-related issues.
• Triage cases by validating case type, subtype, required information, and routing.
• Investigate reported issues and reproduce partner-facing issues through relevant portals and platforms.
• Identify whether an issue is related to configuration, portal behavior, data, user error, or a potential product/technical issue.
• Resolve issues within the defined support scope and escalate complex issues to Engineering/Product teams with complete troubleshooting details and supporting evidence.
• Maintain accurate case documentation, including investigation findings, actions taken, resolution details, and required case fields.
• Monitor and follow up on escalated cases through resolution and closure.
• Use Confluence, Jira, and available runbooks/SOPs to research known issues and follow established troubleshooting proce

📌 Platform Support (Hyderabad)
🏢 MediaMint
📍 Hyderabad