Job Description: Application Support Specialist

Who we are:

Mediaocean is the world’s largest, independent advertising technology company. Our clients include the most successful advertising agencies, media specialists, media owners, and advertisers. Mediaocean’s mission is to enable advertising agencies to leverage the power of technology in a rapidly changing landscape. Mediaocean is making this a reality through the creation of global, open and neutral operating systems that will benefit and transform the entire industry.

What you will do:

The Application Support Specialist is responsible for providing functional and technical support for Mediaocean applications by identifying, researching, troubleshooting, and resolving system-related issues. This role serves as a key point of contact for end users and clients, ensuring timely issue resolution while delivering a high-quality customer support experience.

Responsibilities:

• Monitor, prioritize, route, and respond to incoming support tickets, emails, chats, and calls
• Provide day-to-day application support for Mediaocean platforms and related systems
• Investigate, troubleshoot, and resolve application, workflow, and system-related issues
• Analyze incidents, identify root causes, and coordinate with internal teams for resolution
• Serve as a functional expert on supported applications and business processes
• Assist users with system navigation, troubleshooting steps, and best practices
• Document issues, resolutions, and troubleshooting procedures within internal knowledge bases
• Escalate complex technical concerns to appropriate support or development teams when necessary
• Perform testing and validation for system fixes, enhancements, and updates
• Monitor system performance and proactively identify recurring issues or process improvements
• Maintain accurate records of support activities and client communications
• Collaborate closely with cross-functional teams including Product, Engineering, Operations, and Customer Success
• Ensure compliance with internal and external SLAs while meeting established support metrics and KPIs
• Participate in continuous improvement initiatives to enhance customer experience and operational efficiency

Who you are:

• 1–3 years of experience in application support, technical support, customer support, or related roles
• Experience supporting enterprise applications, SaaS platforms, or business systems preferred
• Background in media, advertising technology, or agency systems is an advantage
• Strong troubleshooting, analytical, and problem-solving skills
• Experience working with ticketing systems and incident management processes
• Basic to intermediate knowledge of SQL, databases, or data analysis is a plus
• Proficiency in Microsoft Office applications, particularly Excel
• Excellent verbal and written English communication skills
• Strong attention to detail and ability to manage multiple priorities in a fast-paced environment
• Ability to work independently while collaborating effectively within a team
• Customer-focused mindset with strong interpersonal skills
• Demonstrated ability to quickly learn new systems, processes, and technologies
• Willingness to work flexible schedules or shifts, if required by business operations