Tech Product Support III

Описание вакансии

We are PMG

Named Ad Age Best Places to Work for 11 years in a row and Fast Company Best Workplaces for Innovators since 2022, PMG is a global independent marketing services and technology company that seeks to inspire people and brands that anything is possible. Driven by shared success, PMG leverages business strategy and transformation, creative, media, and insights—as well as its proprietary operating system, Alli—to deliver cutting-edge digital solutions and innovative media strategies.

Our team comprises over 900 employees globally, and our work for ambitious brands like Apple, Nike, Sephora, Experian, Therabody, Best Western Hotels & Resorts, Creed Fragrances, BNY, Intuit, CKE Restaurants, Travelex, and Whole Foods spans 85+ countries.

Who You Will Be Working With

As a Technical Product Support Engineer III, you’ll be a core part of the team that brings PMG’s proprietary platform, Alli, to life for users across the company. You’ll work closely with product managers, engineers, and technical operations teammates to make sure every support interaction is smooth, clear, and solution-oriented.

Your day-to-day collaborators will span across the organization—from media teams relying on Alli for campaign execution to developers deploying new features, to client strategy partners who depend on the platform’s insights and tools. You’ll be the connective tissue between the users and the builders—translating questions into answers, roadblocks into improvements, and support moments into product wins.

In this role, you’ll be a trusted resource, a systems thinker, and a steady presence in moments that need clarity, empathy, and action. If you love solving technical puzzles, turning feedback into improvements, and helping others succeed, you’ll feel right at home here as a Technical Product Support Engineer III.

What You Will Do

• Serve as a primary point of contact for platform support—troubleshooting technical issues, answering questions, and ensuring every user walks away with clarity and confidence.
• Own and scale support workflows within our service desk—optimizing intake forms, ticket routing, and SLAs to streamline resolution and reduce friction.
• Collaborate with product, engineering, and ops teams to escalate complex issues, perform root cause analysis, and drive continuous improvements across the platform.
• Build and maintain automation paths and self-service tools that help users solve common issues quickly and independently.
• Use dashboards and reporting tools to monitor support volume, identify patterns, and recommend platform improvements that reduce repeat tickets.
• Contribute to both internal and external knowledge bases by documenting fixes, sharing how-tos, and creating helpful content for users and teammates.
• Support the rollout of new features by hosting office hours, assist bars, and live demos—helping users navigate change and adopt new capabilities with confidence.
• Leverage AI tools and automation platforms to accelerate response times, increase accuracy, and create a more scalable support experience.
• Act as a thoughtful, visible advocate for the user—surfacing feedback that helps shape the product roadmap and improve platform usability over time.

What You Will Bring

• 3+ years of experience in technical support, product operations, or workplace technology, with a bachelor’s degree or equivalent work experience.
• Strong troubleshooting and analytical skills with the ability to independently investigate and resolve technical issues across systems, platforms, and channels.
• Experience working with ticketing and support platforms such as Jira or Zendesk to manage issue resolution, track trends, and optimize workflows.
• Familiarity with AI tools and automation workflows to streamline ticket intake, triage, and escalation processes.
• Ability to communicate clearly and empathetically with both technical and non-technical audiences, ensuring a seamless and positive support experience.
• Proficiency in documenting recurring issues and resolutions to contribute to internal knowledge bases and improve self-service support.
• Experience building dashboards, tracking support metrics, and analyzing trends to identify areas for improvement and reduce ticket volume over time.
• A collaborative mindset with comfort working cross-functionally alongside product, engineering, and operations teams.
• A self-starter attitude with strong prioritization and multitasking skills, especially in fast-paced or high-growth environments.
• A commitment to curiosity and adaptability as a Continual Learner, staying at the forefront of media innovation while prioritizing client success with a Customer-Focused mindset that seeks opportunities to deliver meaningful value.
• A dedication to People-Focused leadership, fostering collaboration, innovation, and professional growth by Leading by Example and nurturing strong relationships that empower others to excel.

What We Offer

• Professional Development: Take advantage of our learning and development programs, mentorship opportunities, and career advancement support.
• Generous Time Off: Enjoy generous paid time off and holiday allowances to recharge and spend time with loved ones.
• Parental Leave: We provide paid parental leave to support your family during important life events.
• Retirement & Pension Plans: Plan for your future with competitive retirement or pension programs, including contribution matching.
• Fertility and Family Support: Access fertility benefits for all team members and their spouses.
• Healthcare: Coverage and support for everyday medical expenses and routine care, tailored by geography.
• Pet Insurance: Protect your pet's health and your finances.
• Lifestyle Spending Accounts: Enjoy 100% company-funded accounts to promote healthy habits and well-being.
• Commuter Benefits: Access support for travel and commuting needs, where available.
• Annual Bonus: All employees are eligible for an annual bonus.
• Volunteering Opportunities: Receive 8 give-back hours to volunteer in your local communities.
• AI Enterprise License: Access AI Enterprise accounts and participate in weekly AI training sessions to empower and ensure AI safety.

Benefits vary by country, location, and geography to reflect local laws, norms, and expectations.

What Sets Us Apart

Being part of PMG means joining a company culture that’s unmatched in digital. We're dedicated to working hard to serve our employees and clients, delivering value, results, and innovation—which often requires true grit and agility. We believe in taking care of ourselves and each other to continuously improve in every way.

In alignment with our core values to be inclusive and always change for the better, PMG is committed to creating a more diverse and inclusive culture, and we are proud to be an equal opportunity employer. We believe that we only change for the better by bringing diverse perspectives to our company. PMG recruits, employs, trains, compensates, and promotes regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.