Technical Support Analyst

At MNTN, we’ve built a culture based on quality, trust, ambition, and accountability – but most importantly, we really enjoy working here. We pride ourselves on our self-service platform and are constantly seeking to improve the user experience for our customers and scale for efficiency. Our startup spirit powers our growth mindset and supports our teammates as they build the future of ConnectedTV. We’re looking for people who naturally want to do more, own more, and make an impact in their careers – and we’re seeking someone to be part of our next stage of growth.

We are looking for an Incident Response Analyst within the Incident Management team. You will be an exceptional technical problem solver that thrives in a high pressure environment. As an Incident Response Analyst at MNTN, you will work alongside other members of the Engineering and Support teams to coordinate incident response across our platform.

What you will do: 

• Coordinate incident response activities end to end across complex ad-tech systems
• Triage: Intake incident reports and assess impact, risk and priority. Provide technical summaries of the issue and identify a root cause
• Mitigation: Identify and work with engineering owners to quickly address issues
• Notification: Coordinate with customer facing teams and internal Engineering teams to provide timely communication of incidents
• Analysis: Analyze the impact of incidents, keeping detailed records on incident trends and tracking post-incident follow-ups
• Become an expert on all of the products MNTN offers, familiarity with all major features and be able to reproduce or rule out problems quickly
• Work with different engineering squads to track the issue’s status, understand the proposed solutions, and obtain the estimated release timeline
• Leverage expert knowledge of the platform to help expand technical documentation and suggest product or process improvements
• Identify opportunities to improve or expand monitoring and alerting
• Participate in on-call rotations to coordinate and resolve emergencies (occasionally)
• A willingness to learn and help others on the team grow

What you will bring:

• You have at least 2-4 years of experience in software development or technical application support experience.
• You have a strong ability for self-reflection, critical thinking capabilities, an observability mindset, and a data-driven approach.
• Experience collaborating with multiple groups such as internal business or engineering units, customers, and/or vendors to drive results
• Excellent communication and documentation skills, with the ability to convey complex technical concepts to both technical and non-technical audiences
• Exceptional problem-solving skills, with a demonstrated ability to thrive in high-pressure situations and create structure from chaos
• Strong analytical skills and proficiency with SQL for querying large datasets. 
• Ability to search server logs, query for supporting data and pinpoint a root cause in triage work. 

MNTN perks:

• 100% remote within the US
• Flexible vacation policy
• Annual vacation allowance for travel related expenses
• Three-day weekend every month of the year
• Competitive compensation
• 100% healthcare coverage
• 401k plan
• Flexible Spending Account (FSA) for dependent, medical, and dental care
• Access to coaching, therapy, and professional development

About MNTN:

Our recruiters will always reach out using an email address ending with @mountain.com. If you’re contacted by someone without that address and they mention a Reference Code (which we never use), then that ain’t us folks. Tell those trolls to take a hike–you’re waiting to climb a MNTN.

MNTN provides advertising software for brands to reach their audience across Connected TV, web, and mobile. MNTN Performance TV has redefined what it means to advertise on television, transforming Connected TV into a direct-response, performance marketing channel. Our web retargeting has been leveraged by thousands of top brands for over a decade, driving billions of dollars in revenue.

Our solutions give advertisers total transparency and complete control over their campaigns – all with the fastest go-live in the industry. As a result, thousands of top brands have partnered with MNTN, including Petsmart, Build with Ferguson Master, Simplisafe, Yieldstreet and National University.