Platform Support Specialist

We're looking for a Platform Support Specialist to join MNTN's growing customer support function and serve as a primary point of contact for non-staffed customers, small businesses using MNTN's self-serve advertising platform without a dedicated customer success representative. In this role, you'll support the full customer experience for this segment: diagnosing issues, resolving problems at first contact where possible, and connecting customers with the right resources to help them succeed independently. This is a high-volume, product-focused role where success is defined by speed, accuracy, and the ability to get customers unstuck without unnecessary escalation. This is a founding role. You'll be joining a net-new support org at the ground level, with the opportunity to help shape how Platform Support operates by following and providing feedback on the processes, standards, and culture that the function will be built on.

What you'll do

• Work a daily queue of inbound customer inquiries across multiple product areas, prioritizing by urgency and SLA targets
• Diagnose and resolve platform-related issues, including account setup, billing, product navigation, campaign troubleshooting, and general how-to questions, at first contact whenever possible
• Ask targeted clarifying questions, reproduce problems where possible, and cross-reference known platform behavior to get to root cause quickly
• When escalation is required, document the issue thoroughly and route it to the correct team with full context
• Build working knowledge of available self-service resources and match customers to the right help center article, onboarding material, or in-product guide
• Maintain accurate, consistent ticket documentation: issue categorization, resolution steps, and outcome logged for every interaction
• Follow triage and escalation protocols consistently; use good judgment to distinguish between issues resolvable at the support tier and those requiring escalation
• Meet SLA targets for response time and resolution time across all assigned channels
• Flag recurring issues, product confusion patterns, and help center gaps to your team lead through regular cadences and proper documentation
• As a member of the founding Platform Support team, contribute feedback and ideas that help shape team processes, documentation standards, and ways of working

What success looks like

• Customers reach resolution quickly and consistently, without needing to escalate or follow up
• First-contact resolution rates are high and SLA targets are met across all channels
• Customers are directed to self-service resources effectively, reducing repeat inquiries on the same topics
• Ticket documentation is clean, consistent, and useful for queue reporting and trend analysis
• Your team lead receives clear, timely signal on recurring issues and product friction, not just one-off observations
• You've contributed meaningfully to the foundation of the Platform Support org, actively engaging with and helping refine the processes and standards as they're established

What you bring

• 1–3 years of experience in a customer-facing role, with some exposure to product or technical support (SaaS, adtech, or digital marketing platforms preferred)
• Ability to diagnose and resolve platform issues independently, without defaulting to escalation
• Experience working within a ticketing or chat-based support system (Intercom, Zendesk, Salesforce Service Cloud, or similar), ideally at production volume
• Comfort navigating ambiguous or incomplete problem descriptions and asking the right questions to surface root cause
• Strong written communication skills: clear, concise, and professional in a high-volume async environment
• Background in adtech, digital advertising, programmatic media, or connected TV (CTV/OTT) is a plus
• Familiarity with self-serve advertising platforms and the types of issues small business advertisers commonly encounter is a plus
• Resolution-oriented: drives tickets to closure without letting ambiguity become a reason to pass issues along
• Resourceful: finds answers using available documentation and product knowledge before escalating
• Feedback-oriented: surfaces patterns and product gaps proactively rather than treating every ticket as a one-off