Senior Client Support Analyst, DoubleVerify

• We're looking for someone who brings both technical chops and genuine care for solving client problems. More specifically:
• You have 4+ years in technical client support, SaaS platforms, ad operations, or similar client-facing roles where you've been the person others turn to
• You're an Excel power user—complex formulas, data modeling, and analytical problem-solving are second nature
• You know ad tech beyond the buzzwords—you've worked hands-on with DSPs, ad serving, programmatic, or verification platforms
• You're self-motivated and accountable. When you see something that needs doing, you don't wait to be asked
• You can translate technical complexity into clear explanations that make clients feel confident, not confused
• You have strong analytical instincts and can get to the root cause of an issue, not just the symptoms
• You're comfortable figuring things out when there isn't a clear playbook
• You've created documentation or processes that actually help people (not just check a box)
• Working knowledge of Chrome Developer Tools and Charles Proxy
• If you think you have what it takes but you’re not sure that you check every box, apply anyway!

Desirable

• The Senior Client Support Analyst is a technical expert within our Publisher Client Services team who resolves complex client issues across our full product suite
• You'll work alongside a tight-knit group of people who are as invested in solving problems as they are in supporting each other
• This role serves as an escalation point for challenging technical issues, partnering closely with Product, Engineering, and Client Development teams to deliver solutions and drive continuous improvement
• You'll own complex troubleshooting, create documentation that scales support across the team, and build trusted relationships with clients who rely on your expertise. Your work has real impact: you'll help inform our product roadmap while empowering publishers to confidently monetize their content while maintaining the quality and transparency they need to succeed
• Serve as the escalation point for complex level 2 technical issues across the entire DVPS product suite, a SaaS platform for Publishers
• Build strong client relationships by delivering thoughtful solutions that anticipate future needs
• Troubleshoot technical issues with customers, identifying whether problems stem from product flaws or training needs
• Diagnose and resolve novel issues that don't fit existing playbooks—create the playbook for others to follow
• Design custom solutions leveraging advanced Excel analysis and data manipulation to address unique client requirements
• Document complex solutions and convert level 2 issues into level 1 processes that empower the team
• Partner with Product, Engineering, and Development teams to identify and drive improvements based on client feedback
• Maintain expert-level knowledge of DVPS products and stay ahead of industry trends in ad verification
• Perform advanced data analysis to uncover insights and support strategic decision-making
• Provide guidance and mentorship to Client Support Analysts, elevating team expertise