Technical Support Engineer

Kevel is a growing cloud-based technology company leading a bold mission to help make the Internet a better place through ethical advertising practices and building customizable, ad serving solutions quickly and easily. At Kevel, we put people first. Our team members are passionate and self-motivated individuals that help each other do remarkable things every day.

JOB OVERVIEW:

The Support team is responsible for monitoring our ticket queue, responding to inquiries from customers and internal team members, investigating and troubleshooting questions/issues, updating Kevel documentation, as well as helping customers understand their existing Kevel configuration so that they can effectively use Kevel to achieve their desired outcomes.  This primarily includes answering questions related to: 

• Ad Decisioning, Pacing, Targeting and Reporting Investigation and Troubleshooting
• • Investigate, recreate, troubleshoot, escalation management and resolution of questions related to ad decisioning, pacing, targeting and reporting.
• General Product Information
• • Kevel products and services, covered in Kevel’s Knowledge Base.
• Current Configuration Settings
• • Current configuration of a customer’s network, inventory and campaigns. 
• User Management
• • Help existing customers with accessing Kevel and managing users. 

Candidates must be able to showcase excellent English verbal and written communication skills to explain technical concepts to non-technical users, provide technical support and outstanding customer service to both internal and external stakeholders, participate in product reviews and development, and provide input into process/product improvements.

LOCATION: Remote - Portugal. The position is 100% fully remote although we do have an office located in Porto with a team who enjoys meeting there regularly. Applicants located, and legally eligible to work anywhere within Portugal, ideally Porto, are encouraged to apply.

PAY TRANSPARENCY: Kevel uses external, third-party market data to determine compensation for all open positions. Our compensation philosophy is based on the candidate’s specific working location and experience level.  This means that we will take a no negotiation approach in our recruitment and offer processes. We believe this is an important step in living our value of embracing diversity while underlining our commitment to fair, equitable and inclusive pay practices.

The pay range for this position is between €40,000 - €48,000 annually. An exact offer for this position will be determined based on the candidate's working location and experience level, in relation to our existing team.

All compensation packages include the additional benefits as described in the 'Why you'll love working with us' section below. We also have a transparent ‘Total Rewards Philosophy’ we’d be happy to share with you which describes our overall approach to compensation and benefits in full detail! Our recruitment team can share more about this with you in an initial phone interview and will be happy to answer any questions you have related to compensation at Kevel! 

WHAT YOU'LL ACCOMPLISH:

• Provide technical support for all Kevel products and customers via email, Slack and Zoom meetings
• Investigate and resolve technical issues, primarily related to topics above i.e. ad decisioning, pacing, targeting and reporting, as well as product information, configuration settings and user management
• Monitoring and managing the support ticket queue
• Manage escalation of investigations, incidents and bugs to Kevel’s Engineering team
• Help improve service and product quality by surfacing customer feedback to appropriate internal teams, such as the Product Team
• Contribute to writing, editing and proofreading materials for the company's products, including documentation, manuals, instructional materials, etc.
• Develop tooling to improve support investigations and resolutions
• Perform other duties and responsibilities as required or requested

SKILLS YOU'LL BRING WITH YOU:

• At least 2 years of experience in a technical support environment
• Strong experience working with AWS/S3/Athena, Datadog, Github, Hubspot, Postman, Readme and Retool or similar types of software  
• Software Development experience a plus, but not required
• Significant experience working with Excel/Google Sheets for data analysis.
• Knowledge of scripting languages (e.g. JavaScript, Python, cURL) for tool development, automation and troubleshooting.
• Knowledge of databases (e.g. SQL, MySQL, PostgreSQL) and ability to query, troubleshoot, and resolve customer issues using SQL.
• Experience working alongside or with enterprise level companies
• Previous knowledge in adtech is a plus 

WHY YOU'LL LOVE WORKING WITH US:

• Fully Remote Team: We are a 100% remote work environment with employees located around the world. You are welcome to work from home, one of our offices, a WeWork office, or an equivalent co-working space.
• Flexible Working Hours: We understand our employees have their own lives, responsibilities and working preferences. We trust our employees to communicate with their managers, and work when they work best.
• Paid Health Benefits: 100% employer paid health benefits for you and your entire family. 
• Savings opportunity for the Future: Kevel offers retirement savings plans with employer contributions so employees can save toward future financial objectives. 
• Rest and Relaxation: Unlimited personal time off - and we mean it! We trust our employees to take the time they need, whenever they need it. We also offer Paid Holidays + a Kevel Holiday Break (from 12/24 - 1/1 every year!)
• Monthly wellness days: Kevel offers one wellness day per month that the whole company takes off together. This helps us rest and recharge as a team, and prioritize the mental health and well-being of our employees.
• Kevelfest: Our annual corporate retreat! The entire Kevel team gets together once a year for a four - day in - person event filled with collaboration, team building, celebration and fun! 
• Home Office Stipend: You’ll receive a new windows or mac machine (your choice) + a $500 home office allowance to purchase what you need to set up your work space properly!
• Parental Leave Support: We support all parents with salary continuation and benefits when our employees are growing their families.
• Free press benefits: Kevel believes all employees should have access to legitimate news sources. You’ll receive a $300 annual allowance to subscribe to the news source of your choice.
• You’ll work with an award winning team! We’ve won numerous Best Places to Work Awards for several years and counting! We’ve also won many awards for our Innovation, Business Intelligence, and our best-in-class products (Software of the Year, Cloud Company of the Year, Best Ad Tech and API Innovator). 
• Full transparency. We embrace transparency and encourage you to read more about what we value through our Company Constitution and Employee Bill of Rights, our About Kevel page, and Careers Page.

Hiring Guidelines by Country: Kevel hires new team members in countries around the world. Some roles may carry specific location-based eligibility requirements. Our Recruitment Team will share the specific benefits that are available in your location, and can help answer any questions about location specific eligibility requirements and benefits after the recruitment process begins. 

ABOUT KEVEL 

Kevel (previously Adzerk) offers the infrastructure APIs needed to quickly build custom ad platforms for sponsored listings, internal promotions, native ads, and more. We are committed to helping publishers drive new revenue and take back the Internet from ad tech giants like Google, Amazon, and Facebook. 

Kevel was founded in 2010 in Durham, North Carolina. We embrace remote working culture with our entire team being spread across the United States, United Kingdom, Portugal and Singapore! Kevel is proud to be an inclusive workplace with one goal in common — we want to make the internet a better place. 

ALL APPLICANTS ARE WELCOME, EXACTLY AS YOU ARE

We’re building a global community - one that’s safe for people of all backgrounds and walks of life. Our policies and way of working are guided by our core values of inclusivity, trust, empathy, and respect. We know we have more work to do, but firmly believe that our work is at its best when everyone feels free to be their most authentic selves. 

Kevel is an equal opportunity employer, and we’re proud of our ongoing efforts and commitment to creating a diverse, inclusive, and transparent workplace where everyone feels respected, heard, safe and accepted. At Kevel, we embrace our differences and consider diversity a superpower that drives the success of our organization. 

Individuals seeking employment at Kevel are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.