Technical Support Analyst

As a Technical Support Analyst at Innovid, your primary responsibilities will include providing first and second-tier support for all Innovid products, liaising with various teams to address product defects, troubleshooting data discrepancies, scripting custom data reports, and investigating undocumented issues. You will play a key role in ensuring our clients receive top-notch support and solutions.

To be considered for the Technical Support Analyst position at Innovid, you'll need to have at least one year of experience in a technical client-facing role, proficiency in SQL, and familiarity with HTML5, including HTML, CSS, and JavaScript. Experience with web development tools and a background in enterprise SaaS will give you a competitive edge.

A Technical Support Analyst at Innovid should possess a solid foundation in SQL, knowledge of HTML5, and experience with web development and troubleshooting tools such as Charles or Fiddler. Additionally, experience with REST APIs and programming languages can enhance your application and effectiveness in this role.

Absolutely! Innovid values diverse backgrounds and encourages candidates to apply even if they don't check every single box. If you possess a strong functional knowledge and a willingness to learn, your application will be welcomed.

Innovid offers an exciting array of benefits to its Technical Support Analysts, including unlimited vacation days, monthly inflation updates, lunch credits, gym coverage, and access to learning and development tools. The company also embraces a flexible working model, ensuring a healthy work-life balance.

When asked about your SQL experience, highlight specific projects where you utilized SQL to troubleshoot or analyze data. Discuss how your SQL skills have helped you understand data discrepancies, and share examples that illustrate your problem-solving abilities.

In your response, focus on a structured approach to troubleshooting, such as gathering information from the client, replicating the issue, analyzing logs, and testing solutions. Provide a relevant example that showcases your process and effectiveness in resolving client issues.

Discuss your familiarity with HTML, CSS, JavaScript, and any troubleshooting tools you've used. Share experiences where you applied these technologies to resolve issues or improve client outcomes, emphasizing how your knowledge enhances your ability to support Innovid products.

Talk about the importance of adapting your communication style to suit different audiences. Provide an example of a time when you successfully conveyed a technical concept to a non-technical stakeholder, leveraging clear and concise language or visual aids.

Share a specific challenge you encountered in a previous support role. Discuss how you approached the issue, what you learned from the experience, and how it enhanced your skills or reshaped your problem-solving strategies.

Explain your prioritization process which might include assessing the urgency and impact of issues. Mention any tools or strategies you use to manage your workload efficiently, and give an example of how you've handled a situation with competing priorities.

Refer to a specific instance where you scripted a custom data report that provided insight into a client issue. Detail the process you followed, the challenges faced, and the positive outcome it led to, showcasing your analytical skills.

Discuss the importance of documentation in tracking issues, solutions, and processes. Illustrate how good documentation practices not only improve your work efficiency but also contribute to team knowledge and client satisfaction.

Mention the resources you use to stay current in the field, such as online courses, webinars, or tech forums. Highlight any recent skills or technologies you have learned and how they relate to the role you are applying for at Innovid.

Express your enthusiasm for Innovid’s innovative approach to advertising technology and how the company's values align with your own. Highlight your desire to contribute to a global team and your excitement about the growth opportunities available.