Manager - Product Support

**Manager - Product Support, Madrid**
**Our Story**
Xandr powers a global marketplace for premium advertising. Our data-enabled technology platform, encompassing Xandr Invest, Xandr Monetize, and Xandr Curate, optimizes return on investment for both buyers and sellers. We champion partnerships to create an open industry alternative solving for the greatest challenges for buyers and sellers, at the intersection of digital and TV.

How do we do this? With talented, passionate people like you We bring together people from diverse backgrounds and give them an opportunity to bring their ideas to life. Join our community and support us in creating meaningful connections that power the future of advertising.
**The Job**
This role is great for someone who loves solving complex problems for customers. It's a great opportunity for someone who is motivated to leverage strong technical skills and enhance Xandr Products’ knowledge in a supportive environment while learning the inner workings of the world's largest independent ad tech company.
**You Will**
- Deliver post-implementation product support to Xandr customers
- Manage customer support cases which includes verifying cases, analyzing data, isolating and diagnosing the problem, resolving the issue and communicating the resolution to the clients
- Manage support cases which requires advanced troubleshooting skills and in-depth expertise of certain product areas
- Coordinate with Product Management and Engineering teams in identifying, reporting, and resolving product issues or opportunities for improvement
- Develop an online knowledge base of known issues/solutions to share with colleagues both locally and overseas
- Provide assistance when needed and share product knowledge with Client Services team members
- Nurture close relationships with clients to become a trusted advisor
**You Have**
- Experience in customer service, preferably with enterprise clients
- Good communications skills in English, both written and spoken
- Strong organization and process-orientation skills, while also being entrepreneurial
- Demonstrable ability to proactively achieve goals individually and as part of a team
- Proven experience in troubleshooting complex technical issues
- Strong analytical, and problem-solving abilities
- Solid understanding of Xandr Products and ad tech industry and ecosystem
- Good understanding of Web Technologies
- Able to run complex troubleshooting of website calls. Able to run complex databases queries, combining multiple tables and databases
- Solid understanding of relational databases (MySQL, Vertica) and proficient in SQL scripting
- Extensive experience with RESTful API
- Other beneficial tech skills: PHP, web servers, and other internet/networking-related protocols
**Our Culture**
Xandr strives to foster a diverse, inclusive, and engaging work environment. Our inclusivity in action includes:

- Wellness resources and equipment reimbursement to support a remote work environment that keeps our employees connected and happy
- Opportunities to create meaningful change for our communities and foster diverse talent through employee volunteerism and internal development events
- Partnerships with organizations that support our commitment to women’s advancement in tech
- Accommodations for persons with disabilities, both for interviewees and employees. Should you require accommodation, please let us know and we’ll make arrangements
- Employee groups representing a range of identities and perspectives, which regularly put on programming that supports equity and inclusion through education and community

What’s unique about Xandr? We asked some of our members around the globe Take a peek at their video responses below.
- Xandr Life
- What’s Unique about Xandr

**Awards**
Several of our products, innovations, and client partnerships have been recognized by esteemed outlets, including AdExchanger, Digiday, The Drum, and ExchangeWire. In 2021, Xandr won a Chair Award in The Drum Awards for Digital Advertising for our work with our clients in Europe. That same year, Cynopsis recognized our products and team with several awards, including “Outstanding Data Solution” (Xandr Curate), “Outstanding New Audience-Based Ad Offering” (Xandr Invest), and “Best AdTech Solution” in their Best of the Best Awards. Xandr EVP and GM Mike Welch was recognized on the Cynopsis It List; in 2020, Cablefax's annual The Faxies awards named Welch Innovator of the Year and the Xandr technology organization Tech Team of the Year.

Women at Xandr have been recognized for STEM and industry leadership by the Diversity Journal, the Stevie Awards, Cynopsis, and AdMonsters. Seven female executives were included in Cynopsis’ list of the top women in media. The company’s dedication to corporate social responsibility was also recognized in Fast Company’s “2020 World Changing Ideas” issue.