Tech Support Engineer

Your Story:

We are seeking detail-oriented and tech-savvy professionals to join our Implementation Support Team. This team will provide critical support to EX.CO customers collaborating with other members of EX.CO operations team (Customer Success, Technical Customer Success and Demand relationships) by handling operational, data-driven, and configuration-based tasks. The goal is to provide excellent service to our clients by streamlining operational processes, ensuring high-quality execution of technical processes.

Our Story:

At the heart of every digital revolution, there's a story. Ours began in 2012, with a vision of creating a publisher video platform that offers all the necessary tools, innovation, and knowledge publishers need to fully optimize their websites with video.

Through machine-learning and AI technology, EX.CO empowers publishers to own their video content and monetization strategies to maximize revenue. Our platform offers global publishers unparalleled access to best-in-class ad serving, monetization, content automation, and video recommendation.

Trusted by some of the leading publishers globally including The Arena Group, CBSi, Hearst, Nasdaq, VICE, and more, EX.CO’s platform helps publishers boost audience engagement and increase revenue. Our success is a direct result of our dedicated team located around the world and visionary backers including The Walt Disney Company, Saban Ventures, Viola Group, 83North, and Firstime Ventures.

At EX.CO's core is a passion for reimagining the video space and an unyielding commitment to those who rely on us. And now, we're looking for remarkable talent like you to join the next chapter of our story.

What You’ll do:

• Support the seamless onboarding of new clients and assist with day-to-day operational tasks to ensure a smooth launch and ongoing success.
• Manage platform configurations, including content setup, video player settings, and basic advertising integrations.
• Assist in product setup QA post launch and troubleshooting
• Monitor system performance across multiple platforms, flag anomalies, and assist with troubleshooting.
• Generate reports for internal planning and customer growth updates, following established procedures.
• Monitor files for unnecessary or missing lines, making sure that all is defined as expected
• Maintain internal dashboards to keep cross-functional teams aligned and informed.

What We’re Looking For:

• Hands-on JavaScript with real debugging ability (via DevTools), plus flawless CSS and HTML.
• Proven experience with logging/monitoring tools (Datadog, Groundcover, Logz.io, or similar), searching logs, tracing issues, and identifying errors.
• Strong production & troubleshooting mindset, comfortable with production environments and reading API responses (JSON & XML).
• Experience with Git and basic Git workflows.
• Background in technical support / implementation / technical customer success, collaborating with Dev / AdOps / Engineering teams.
• Excellent English and clear communication, with strong ownership and independent working habits across time zones.
• Advantage: AI tools & automation in daily work, multicultural/American-team experience, technical degree, or QA automation.

The team will be required to work hybrid (3 office days) in two shifts (alternating weekly): 2:00 AM - 11:00 AM EST (9:00 AM - 6:00 PM Eastern Europe Time), and 7:00 AM - 4:00 PM EST (2:00 PM - 11:00 PM Eastern Europe Time).