Technical Advisor L1
hace 3 semanas
**Piano Overview**
Piano’s Digital Experience Cloud empowers organizations to understand and influence customer behavior. By unifying customer data, analyzing behavior metrics and creating personalized customer journeys, Piano helps brands launch campaigns and products faster, strengthen customer engagement and drive personalization at scale from a single platform. Headquartered in Philadelphia with offices across the Americas, Europe and Asia Pacific, Piano serves a global client base, including Air France, the BBC, CBS, IBM, Kirin Holdings, Jaguar Land Rover, LinkedIn, Nielsen, The Wall Street Journal and more. Piano has been recognized as one of the fastest-growing, most innovative technology companies in the world by World Economic Forum, Red Herring, Inc. and Deloitte. For more information, visit **piano.io**.**
**Position Overview**
Our technical support team is growing and we are looking for talented people who are interested in working in an international software company that is global leader in the content monetization industry. Technical Advisor will be primarily responsible for ensuring that clients across the globe who have signed up with Piano, experience the highest and most professional level of support for their needs.
**This role has the following responsibilities**:
- Manage first level technical questions, requests and other needs from clients, Investigate, diagnose and resolve tickets
- Work directly with other teams and the client to identify and replicate technical issues and propose possible workarounds
- Performs sufficient testing to ensure that the introduced solution have fixed the client’s issue
- Coordinate special technical requests with the development team
- Identify and communicate opportunities for improvement in publishers’ implementations of Piano solutions
- Identify, track, and document solutions for common client needs, requests and questions
- Write solutions inputs to our technical documentation team
- Prepare playbooks for standard issues
- Ensuring technical queries not progressing are escalated
- Experience with HTML, CSS and JavaScript is a must
- General understanding and knowledge of web technologies and related problem-solving tools for front end based web technologies
- Incident management process knowledge is a benefit
- Motivation to constantly improve your technical knowledge
- You are not afraid to experiment and propose new solutions and ideas
- You enjoy solving technical issues and communicate them
- Ability to solve problems dynamically, creatively and with patience
- Detail-orientated and able to manage several tasks at once
- Excellent writing skills
- Strong interpersonal and communication skills including a firm and patient demeanor
- Fluent level of English - written and spoken / another language is big advantage (Spanish, Portuguese)
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