Technical Support Lead

About the role

DoubleVerify is seeking a Technical Support Lead to strengthen and expand our customer support operations. This role involves managing complex support inquiries related to digital marketing measurement and attribution, working closely with engineering, product, and customer success teams to resolve issues efficiently and effectively. The ideal candidate will have a strong technical background, excellent communication skills, and a proactive approach to troubleshooting and process improvement. As a key member of the support team, you will be responsible for ensuring high-quality service delivery, mentoring support staff, and contributing to the development of support best practices. This position offers an exciting opportunity to work in a fast-paced environment where technical expertise directly impacts client satisfaction and product success.

Key facts

What you'll do

• Lead the resolution of complex support tickets involving marketing discrepancies, data quality issues, attribution challenges, and other technical support inquiries, following established troubleshooting procedures and escalation protocols.
• Act as the main point of contact for support escalations, working collaboratively with engineering, product, and customer success teams to diagnose and resolve issues promptly.
• Provide informal guidance and mentorship to support team members on challenging tickets, sharing expertise and best practices to improve overall team performance.
• Take on the responsibility of managing support tickets that require technical expertise, ensuring timely updates and clear communication with customers throughout the resolution process.
• Develop and implement best practices for ticket prioritization, customer communication, and issue escalation, continuously seeking ways to improve support workflows and customer satisfaction.
• Participate in technical office hours, webinars, or training sessions to share knowledge and troubleshoot complex issues with support team members.
• Create and update support documentation, FAQs, and troubleshooting guides to ensure accuracy, clarity, and usefulness for both support staff and customers.
• Identify opportunities for automation and process improvements within the support team, leveraging tools and scripting to reduce manual effort and increase efficiency.
• Relay recurring customer issues, feedback, and insights from support interactions to product management and engineering teams through formal feedback channels, contributing to product improvements.
• Monitor support metrics and KPIs to assess team performance, identify bottlenecks, and implement strategies to enhance support quality and response times.
• Collaborate with cross-functional teams to understand product updates, new features, and technical changes, ensuring the support team is well-informed and prepared to assist customers effectively.
• Maintain a high level of technical knowledge related to digital marketing measurement, attribution models, APIs, pixels, webhooks, and data integrations relevant to the company's products.
• Assist in onboarding and training new support team members, sharing technical expertise and support best practices to ensure consistent service quality.
• Contribute to the development of support tools, scripts, and automation solutions to streamline support workflows and reduce repetitive manual tasks.

Requirements

• A minimum of 5 years of experience in technical support, solutions engineering, analytics, marketing technology, or a similar customer-facing technical role.
• Practical troubleshooting experience with pixels, APIs, webhooks, batch files, data integrations, or related technologies used in digital marketing measurement.
• Proven ability to handle escalated support tickets, working closely with engineering, product, and customer success teams within established protocols and processes.
• Strong communication skills, capable of translating complex technical issues into clear, understandable language for both technical and non-technical audiences.
• Experience in maintaining and improving support documentation, FAQs, and troubleshooting guides to ensure consistency and clarity.
• Demonstrated ability to manage multiple support tickets simultaneously while maintaining high-quality service and timely responses.
• Bachelor's degree in a technical, analytical, or business-related field, or equivalent practical experience in a relevant domain.
• Ability to work effectively in a fast-paced environment, managing competing priorities and adapting to changing product and support needs.
• Strong problem-solving skills, with a focus on root cause analysis and long-term solutions.
• Experience working with support tools, ticketing systems, and automation platforms to improve support workflows.
• Familiarity with digital marketing measurement concepts, attribution models, and data collection methods is a plus but not mandatory.

Nice to have

• Knowledge of digital marketing measurement, including paid media, affiliates, email, and offline channels, as well as the differences between view-through and click-through attribution.
• Understanding of attribution models, identity resolution, and data collection techniques for multi-touch attribution.
• Experience mentoring or guiding other support team members, fostering a collaborative and knowledge-sharing environment.
• Familiarity with scripting languages or automation tools that can be used to streamline support processes.
• Prior experience working in a SaaS environment or with enterprise clients in the digital marketing space.
• Knowledge of data privacy and compliance considerations related to digital marketing and customer data.

Skills & tools

• Strong troubleshooting and technical support skills, with a solid understanding of digital marketing technologies and measurement principles.
• Proficiency with support ticketing systems and knowledge bases.
• Ability to create clear, comprehensive support documentation and troubleshooting guides.
• Familiarity with scripting or automation tools to enhance support workflows.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly.
• Ability to work collaboratively across teams and functions to resolve issues and improve support processes.

Practical notes

The starting salary for this position will be based on various factors, including your qualifications, experience, location, and internal equity. The estimated salary range for this role is between $88,000 and $106,000. Compensation may also include bonuses, equity, and benefits, depending on the candidate and company policies. This position requires on-site work at the New York City, NY office. We encourage candidates who meet most of the qualifications to apply, even if they do not meet every single requirement. The company values diverse experiences and perspectives and is committed to providing an inclusive environment for all employees.