Service Support Technician

ECAM seeks a Service Support Technician to ensure reliable operation of its digital advertising and marketing technology platforms. You will triage and resolve technical issues, support internal users and client-facing teams, and maintain ad tech tools, tracking pixels, and campaign management systems. Responsibilities include monitoring system performance, managing tickets, documenting solutions, and escalating complex incidents. You'll collaborate closely with engineering, data, and media teams, contributing to continuous improvement, automation, and operational best practices in a fast-paced, data-driven environment.

Responsibilities

• Provide tier-1/2 technical support for ECAM's ad tech and marketing technology platforms
• Monitor system performance, alerts, and campaign tools to identify and address issues proactively
• Manage and prioritize tickets, ensuring timely resolution and clear communication with stakeholders
• Troubleshoot tracking pixels, tags, and integrations across web and advertising platforms
• Document incidents, solutions, and standard operating procedures in a knowledge base
• Collaborate with engineering, data, and media teams to diagnose and escalate complex issues
• Support onboarding and training of internal users on tools and best practices
• Contribute to process improvements, automation, and support workflows to increase efficiency
• Assist with user account management, access, and configuration within supported systems
• Participate in an on-call or after-hours rotation as needed for critical incidents

Required Skills

• Technical support
• Ticketing systems (e.g., Jira, Zendesk)
• Ad tech platforms
• Digital advertising concepts
• SQL or basic querying
• API and integration troubleshooting
• Web technologies (HTML, tags, pixels)
• System and application monitoring
• Documentation and knowledge base management
• Incident and escalation management