What You'll Do- Lead and mentor the Implementation & Support team by providing technical guidance, coaching, and support on complex customer challenges, helping team members build expertise across Rockerbox's platform and measurement solutions.
- Own and drive resolution for high-impact customer investigations related to marketing discrepancies, data quality issues, attribution questions, and other complex Support themes, ensuring clear communication and timely outcomes.
- Serve as a senior technical escalation point for customers and internal teams, partnering with Engineering, Product, Customer Success, and Implementation to troubleshoot issues and define effective paths to resolution.
- Establish best practices for Support operations, including ticket prioritization, customer communication standards, escalation workflows, and processes that improve time to resolution and overall customer experience.
- Host technical office hours, create enablement resources, and coach team members on complex concepts related to attribution, data pipelines, integrations, and marketing measurement.
- Identify opportunities to improve team efficiency through automation, tooling, and process improvements that reduce manual effort and allow the team to scale effectively.
- Own and maintain documentation standards across Implementation and Support, ensuring technical knowledge is captured, accessible, and continuously improved.
- Strengthen the feedback loop between Support, Product, and Engineering by identifying recurring customer challenges, advocating for product improvements, and ensuring customer insights influence product strategy.
- Partner with Implementation leadership to improve onboarding quality, identify recurring technical challenges, and ensure customers are set up for long-term success.
Who You Are- 5+ years of experience in technical implementation, solutions engineering, analytics, marketing technology, or related technical customer-facing roles, with demonstrated ownership of complex customer deployments and experience mentoring or managing Support team members.
- Strong expertise in digital marketing measurement, including paid media, affiliates, email, offline channels, and the nuances of view-through vs. click-through attribution.
- Deep understanding of attribution models, identity resolution, data collection methodologies, and the technical dependencies required to support accurate multi-touch attribution.
- Hands-on experience troubleshooting complex technical implementations involving pixels, APIs, webhooks, batch files, and data integrations.
- Proven ability to serve as a technical escalation point and collaborate cross-functionally with Product, Engineering, Customer Success, and Implementation teams to resolve complex issues.
- Excellent customer-facing communication skills, with the ability to translate complex technical concepts into clear recommendations for both technical and non-technical audiences.
- Demonstrated track record of driving operational improvements, including process design, documentation standards, automation, and team enablement.
- Strong leadership and coaching skills, with the ability to develop team members, provide constructive feedback, and improve team performance.
- Highly organized, comfortable operating in ambiguity, and able to manage multiple high-priority customer and operational workstreams simultaneously.
- Bachelor's degree in a technical, analytical, or business-related field, or equivalent practical experience.
The successful candidate's starting salary will be determined based on a number of non-discriminating factors, including qualifications for the role, level, skills, experience, location, and balancing internal equity relative to peers at DV.
The estimated salary range for this role based on the qualifications set forth in the job description is between $88,000 - $106,000. This role will also be eligible for bonus/commission (as applicable), equity, and benefits.
The range above is for the expectations as laid out in the job description; however, we are often open to a wide variety of profiles, and recognize that the person we hire may be more or less experienced than this job description as posted.
Not-so-fun fact: Research shows that while men apply to jobs when they meet an average of 60% of job criteria, women and other marginalized groups tend to only apply when they check every box. So if you think you have what it takes but you're not sure that you check every box, apply anyway!
