Senior Technical Support Engineer

Kevel is transforming the retail media space with its cutting-edge, AI-driven ad tech infrastructure APIs that power the Retail Media Cloud™. This groundbreaking solution combines the power of AI insights with API-based technology, allowing multi-brand retailers to build dynamic, customizable ad platforms while maintaining full control of their first-party data. With Kevel, retailers can deliver personalized shopper experiences, optimize ad targeting, and unlock predictive insights to stay ahead in an ever-evolving market.

JOB OVERVIEW: The Support team is responsible for monitoring our ticket queue, responding to inquiries from customers and internal team members, investigating and troubleshooting questions/issues, updating Kevel documentation, as well as helping customers understand their existing Kevel configuration so that they can effectively use Kevel to achieve their desired outcomes.  This primarily includes answering questions related to: 

• Ad Decisioning, Pacing, Targeting and Reporting Investigation and Troubleshooting. The ideal candidate will be comfortable investigating, recreating, troubleshooting, escalation management and resolution of questions related to ad decisioning, pacing, targeting and reporting.
• Kevel products and services, covered in Kevel’s Knowledge Base.
• Current configuration of a customer’s network, inventory and campaigns. 
• User Management and helping existing customers with accessing Kevel and managing users.

LOCATION: Remote - United States. This position is 100% remote. Applicants located anywhere within the United States are encouraged to apply. Applicants must be legally eligible to work within the United States.

PAY TRANSPARENCY: Kevel uses external, third-party market data to determine compensation for all open positions. Our compensation philosophy is based on the candidate’s specific working location and experience level. This means that we will take a no negotiation approach in our recruitment and offer processes. We believe this is an important step in living our value of embracing diversity while underlining our commitment to fair, equitable and inclusive pay practices.

The pay range for this position is between $100,000 - $150,000 USD. An exact offer for this position will be determined based on the candidate's working location and experience level, in relation to our existing team.

In regards to candidate location in the US specifically, Kevel currently uses validated external data sources to determine which US locations are considered higher cost of living metropolitan areas compared to others. Candidates are welcome to reference the following chart to get a general sense of where they may fall within the pay range based on US location.

Highest Cost of Living Locations (Top of pay range)

Mid Tier Locations 

(Middle of pay range)

US Average Locations 

(Bottom of pay range)

San Francisco Bay Area, CA

New York, NY (+NJ)

Honolulu, HI

Boston, MA (+CT, RI)

Washington, DC (+MD)

Los Angeles, CA 

Seattle, WA

San Diego, CA

Chicago, IL

Portland, OR

Miami, FL

All other locations

All compensation packages include the additional benefits as described in the 'Why you'll love working with us' section below. We also have a transparent ‘Total Rewards Philosophy’ we’d be happy to share with you which describes our overall approach to compensation and benefits in full detail! Our recruitment team can share more about this with you in an initial phone interview and will be happy to answer any questions you have related to compensation at Kevel! 

WHAT YOU'LL ACCOMPLISH:

• Provide technical support for all Kevel products and customers via email, Slack and Zoom meetings
• Investigate and resolve technical issues, primarily related to topics above i.e. ad decisioning, pacing, targeting and reporting, as well as product information, configuration settings and user management
• Monitoring and managing the supp