Technical Analyst

6 days ago

Madurai, India LiftLab Full time

Company Description

LiftLab is the leading provider of science-powered software for optimizing marketing spend and revenue forecasting. Our innovative -Science of Marketing Effectiveness- merges economic modeling with specialized media experimentation to provide brands and agencies with accurate insights for growth and profitability. With a seasoned team of experts, we empower industry leaders like Thrive, Cinemark, Pandora, Skims, and Sephora to make strategic decisions for success.


Role Description

The Technical Analyst (Service Delivery) role provides an opportunity to work closely with the Customer Success teams and LiftLab clients on a specific portfolio of accounts, typically those of a specific Customer Success Manager. 


To succeed, the TA will have to develop deep expertise on the LL solution offered to the client and take ownership of the ongoing maintenance of the account, promptly handling change requests and incidents to the client's satisfaction. He/she will use his/her excellent communication skills (verbal and written) to understand the business requirements of challenges the CSM and client are bringing up and to provide a concise solution. The person should show passion to stay on top of business developments on the client side and have the ability to pick up new skill sets if needed to serve the client better.


The ideal candidate should have great attention to detail, be accountable, work independently and collaboratively, and play an active role in process, and to some extent product, improvement.


Key Responsibilities:

  • Work closely with the Customer Success team to support their respective client portfolios
  • Collaborate with various teams (Data & Tech Operations, Engineering, Product, Dsci) to identify and troubleshoot issues, monitor deliverables, and ensure all ongoing client SLAs are met.
  • Work closely with the CS team on requirement gathering, understanding issues, and working on the platform modifications.
  • Manage deliverables across CS portfolios through proactive expectation setting.
  • Leverage SQL skills in data analysis and QA.
  • Partner with the Product and Engg teams for functionality enhancements, bug fixes, migrations, etc.
  • Help manage the client config docs and other artifacts clearly and concisely.
  • Build strong relationships based on mutual trust and respect with peers across teams


Qualifications:

  • 3+ years of hands-on experience in developing or supporting SaaS/PaaS offerings (or less for an entry-level position)
  • A Bachelor's Degree in Engineering is preferred.
  • Good understanding of SQL/NoSQL databases and SQL programming
  • Strong willingness to quickly master new technologies or domains and create measurable business outcomes
  • Critical thinking, analytical skills, and problem-solving skills


Bonus

  • Prior experience working in a cloud environment, preferably AWS.
  • A high level of understanding of the Digital Marketing domain or Marketing measurement platforms is desirable but not mandatory
  • Prior experience in an Ad technology, Digital Publisher, or Digital Agency environment is desirable but optional
  • Willingness to work on flexible hours


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