Technical Account Manager

Liftoff is the leading growth acceleration platform for the mobile industry, helping advertisers, publishers, game developers and DSPs scale revenue growth with solutions to market and monetize mobile apps.

Liftoff’s solutions, including Accelerate, Direct, Influence, Monetize, Intelligence, and Vungle Exchange, support over 6,600 mobile businesses across 74 countries in sectors such as gaming, social, finance, ecommerce, and entertainment. Founded in 2012 and headquartered in Redwood City, CA, Liftoff has a diverse, global presence.

About this role: 

As a Technical Account Manager, you will play a critical role in the success of our Vungle Exchange customers around the globe with a hyper focus on our clients in the USA region. Technical Account Managers serve as client-facing experts on the technical inner workings of the Vungle Exchange. Your job is to use your tech skills and customer service abilities to support our clients. This includes answering their questions, helping with technical setups, showing them the best ways to use our products, and solving any tech issues fast.

This is a high-profile role within the growing Vungle Exchange organization. We are looking for a self-starter who is comfortable working through ambiguous problems, has experience establishing new processes, and possesses a ‘no problem too big or small’ attitude. Curiosity, urgency and a desire to learn and teach others will go a long way in this role.

Responsibilities:

• Become an expert on the Vungle Exchange, including all features, limitations, future-releases and work-arounds
• Collaborate with Partner Managers to build robust partnerships while ensuring technical requirements and best practices are met
• Manage client expectations through frequent and clear communication
• Escalate issues and collaborate with Product and Engineering teams to deliver technical solutions
• Analyze reporting data to proactively identify revenue-impacting issues facing and areas of opportunity
• Support third party integrations by harmonizing platform specifications, overseeing launch testing, and maintaining relationships with technical contacts
• Create internal and/or external documentation and processes for common issues and tasks
• Use Charles Proxy to analyze network traffic, identify issues in bid requests and responses, and assist in debugging ad platform integration problems
• Understand HTML, Javascript, JSON, and XML structures sufficiently to interpret ad-related code and data
• Analyze HTTP protocol interactions, including interpreting status codes and explaining the significance of various request/response headers in the context of ad delivery
• Review and explain different types of ad tags (e.g. JS, iframe, image) to clients and internal teams
• Navigate ad servers to investigate campaign setups, identify potential causes of discrepancies, and recommend optimizations for ad delivery
• Communicate technical concepts clearly to both technical and non-technical stakeholders, bridging the gap between clients and internal engineering teams

Requirements: 

• Bachelors Degree
• 5+ years of experience working at an agency trading desk, DSP, SSP, or ad exchange
• Deep knowledge with the OpenRTB protocol and VAST and MRAID specifications
• Demonstrates excellent troubleshooting skills and proficiency in:
• Using Charles Proxy to analyze network traffic, identify issues in bid requests and responses, and assist in debugging ad platform integration problems
• Understanding HTML, Javascript, JSON, and XML structures sufficiently to interpret ad-related code and data
• Analyzing HTTP protocol interactions, including interpreting status codes and explaining the significance of various request/response headers in the context of ad delivery
• Reviewing and explaining different types of ad tags (e.g. JS, iframe, image) to clients and internal teams
• Navigating ad servers to investigate campaign setups, identify potential causes of discrepancies, and recommend optimizations for ad delivery
• Communicating technical concepts clearly to both technical and non-technical stakeholders, bridging the gap between clients and internal engineering teams
• History of resolving reporting discrepancies and data issues
• Experience writing and running SQL queries in Looker or other SQL tools
• Relevant experience with SDKs, MMPs, SKAN, CPI, and ROAS, specifically in mobile advertising is preferred
• Ba