Senior Platform Support Analyst

📋 Description

• • **A Critical Role in Healthcare Advertising Innovation**
• • The Senior Platform Support Analyst at DeepIntent plays a pivotal role in ensuring the seamless operation of our cutting-edge healthcare advertising platform. This position is central to bridging the gap between technical teams, product development, and client success, directly impacting patient outcomes through data-driven advertising solutions. As a key member of our growing Pune team, you will be instrumental in troubleshooting complex platform issues, providing white-glove support to major clients, and driving product improvements based on real-world data and feedback. Your work will not only resolve immediate technical challenges but also shape the future of our platform, making it more robust, efficient, and impactful for healthcare advertisers and patients alike.
• • **Day-to-Day Responsibilities: Driving Excellence in Platform Support and Collaboration**
• • **Escalation Management and Issue Resolution:** Act as the first line of defense for escalated technical platform issues, working closely with the Platform Operations, Engineering, and Product teams to diagnose, troubleshoot, and resolve problems. Your ability to quickly identify root causes and provide actionable solutions will be critical in maintaining platform stability and client satisfaction.
• • **Client and Internal Support:** Provide best-in-class support to major customers on both scheduled and ad-hoc bases, ensuring their needs are met with urgency and precision. Manage incoming platform requests from internal users via JIRA tickets, Slack, and emails, prioritizing issues based on impact and urgency. Your communication skills will be key in translating complex technical concepts into clear, actionable insights for non-technical stakeholders.
• • **Platform Health Monitoring:** Proactively monitor the health of our platform, investigating anomalies and escalating issues to the appropriate teams. Your vigilance will help prevent potential disruptions and ensure our platform operates at peak performance, delivering reliable results for our clients.
• • **Data-Driven Decision Making:** Write and optimize SQL queries to analyze platform performance, pull reports, and derive insights that inform product decisions. Collaborate with the Product team to provide root-cause analyses, ensuring that our roadmap addresses recurring issues and aligns with client needs. Your analytical skills will directly contribute to the continuous improvement of our platform.
• • **Cross-Functional Collaboration:** Work hand-in-hand with Client Success, Platform Operations, Analytics, and Sales teams to address production issues, maintenance requests, and business support needs. Your ability to coordinate across teams will ensure seamless operations and a unified approach to problem-solving.
• • **Documentation and Knowledge Sharing:** Assist in creating and maintaining functional and technical documentation, ensuring that knowledge is shared across teams. Participate in Product feedback sessions, contributing your insights to shape the evolution of our platform and tools.
• • **About DeepIntent: A Mission-Driven Company at the Forefront of Healthcare Advertising**
• • DeepIntent is a trailblazer in the healthcare advertising industry, leveraging data science and real-world clinical data to improve patient outcomes through targeted advertising. Our mission is to harness the power of technology and data to create meaningful connections between healthcare advertisers and their audiences. Based in Pune, India, with a global footprint, we are committed to fostering an inclusive and innovative work environment where every team member can thrive. Our culture is built on collaboration, transparency, and a shared passion for making a difference in healthcare.
• • **What You’ll Achieve: Growth, Impact, and Professional Development**
• • **Career Advancement:** This role offers a unique opportunity to grow your career in a dynamic and fast-paced environment. You will work alongside industry experts, gaining exposure to cutting-edge technologies in programmatic advertising, data analysis, and platform operations. Your contributions will be recognized, and you will have ample opportunities to take on leadership responsibilities as you progress.
• • **Making a Difference:** Your work will directly impact the healthcare advertising ecosystem, helping advertisers reach the right audiences and ultimately improving patient outcomes. By ensuring the smooth operation of our platform, you will play a key role in enabling data-driven decisions that drive better health outcomes for millions of people. Additionally, DeepIntent’s commitment to professional development means you will have access to resources, training, and mentorship to continuously expand your skill set and stay ahead in your field.