TECHNICAL SUPPORT SPECIALIST

New York Technical Support Specialist

• Act as the technical support expert for our digital publisher partners that have questions or technical issues with OpenWebs products and provide solutions and support via email, chat, and video sessions
• Quarterback product issues from reception through resolution by liaising with internal company teams while also setting expectations with our enterprise partners
• Manage company's support front-end ticketing system for incoming issue management, review product front-end code (HTML, CSS, JS) and share Tier-3 issues with product development teams in JIRA
• Analyze technical trends, recommend product and documentation enhancements, and actively contribute to our online community and knowledge base for current FAQ's and solutions
• Partner leaders of our commercial to build out processes and document best practices for our new technical support organization

We create a safe space for communities to thrive.

OpenWeb is on a mission to improve the quality of conversations online and build an internet where content creators of every kind are empowered to truly own their audience relationships & thrive independently.

We build technologies that are rooted in healthy conversations, transparent first-party data relationships, and mutual economic prosperity for all stakeholders.

Wherever there is a content creator to empower, a conversation to protect, or a community to host OpenWeb will be there.

Today, OpenWeb partners with more than 1,000 top-tier publishers (including Wall Street Journal, New York Times, News Corp, Verizon Media, CBS, Fox News, Hearst, Refinery 29, and more) and hosts 100 million monthly active users.

Founded in 2012, OpenWeb has over 220 employees between New York City and Tel Aviv, Kiev, San Diego, and Canada, and is backed by Insight Venture Partners, Georgian, Entre Capital, AltaIR Capital, The New York Times, Samsung Next, Dentsu, Norma Investments, and ScaleUp.

Together, we are empowering individuals to take action, and demand more from one another.

How Youll Contribute as our Technical Solutions Specialist :

The Skills and Experience You Bring :

• 4+ year SaaS / technology implementation experience while interfacing directly with enterprise clients
• Strong CSS + HTML skills with the ability to work independently and build projects using JS + React
• Prior experience troubleshooting web-based SaaS software and debug familiarity within modern web browsers such as IE, Chrome, Firefox and Safari
• Understanding of internet technologies including CDN and REST APIs
• Experience using ticketing and related troubleshooting software such as ZenDesk, JIRA, Salesforce, etc.
• Excellent and professional written / verbal communication and partner relationship management skills
• BS degree in MIS, Computer Science, or a related field is preferred, but not required

OpenWebs Perks & Quirks :

• 401k + matching
• Premium health benefits include comprehensive vision, medical, dental through Aetna
• Telehealth plan with 24 / 7 access to a dedicated team of physical and mental healthcare providers
• Flexible PTO policy
• Company-sponsored Life and Accidental insurance
• Team events and outings (once we can reunite!)
• Career growth & ownership
• Equity
• Amazing coworkers!

The OpenWeb Culture :

We offer a dynamic and unconventional work environment that spans from NYC to Tel Aviv, bringing together a diverse group of world class and high-caliber techies, wordsmiths, entrepreneurs, and creative thinkers.

We empower every individual across our global team to be a catalyst for change and strive to create a work environment where you can have the utmost autonomy over your role and projects, from start to finish.

If you want to join an innovative tech company where you can challenge yourself, have the freedom to own your work, and make a lasting impact, then you have a spot within our growing community!

OpenWeb is committed to building diverse teams and upholding an equal employment workplace that is free from discrimination.

We hire amazing individuals regardless of their race, color, ancestry, religion, sex, gender identity, national origin, sexual orientation, age, citizenship, marital status, pregnancy, medical conditions, genetic information, disability, or Veteran status.*