Technical Support Specialist

We're on a journey to create something new in the creative technology space, so if you're interested in supporting the future of creativity - come join us At Celtra, we make software for the most innovative brands and creative thinkers in the world. Our team is a collection of uniquely talented individuals with backgrounds ranging from SaaS, creative and media agencies, ad tech, and brand marketing. We're passionate about enabling creativity and building software that makes content creation better, faster, and more efficient.

We're seeking a
Technical Support Specialist
to help our clients and internal teams across all facets of using our Creative Automation Platform. The role sits at the intersection of Customer Success, Product, and Engineering, and handles everything frombasic product usage questions to advance technical debugging to identifying client-facing product issues as strategic opportunities for product improvement based on customer feedback. Individuals in this role will become expert level users of the Celtra platform and experts on creativity in advertising by providing support on topics such as creative production, campaign trafficking, analytics and more.

Your Responsibilities

• Develop and maintain expert knowledge of the Celtra platform to support clients, partners and internal teams in the end to end process of using our software.
• Ensure that our platform delivers an excellent user experience from software usage to interactions with support.
• Own, prioritize, troubleshoot, and build a response plan for simple to complex inbound customer support issues relating to our platform.
• Coordinate support for Celtra creatives with partners across advertising channels (display, rich media, video, native, social, etc…).
• Understand client workflows from creative production through delivery and analysis.
• Collaborate on the development and training of an AI support agent that will assist the technical support team in answering customer tickets - continuously improving its performance through feedback and new learnings.
• Build automation scripts that handle some of the repetitive day to day tasks of the TS team.
• Contribute to internal knowledge basis to share your expertise across the organization.

*Who are you?*

• Experience in a SaaS support role or a background in ad operations.
• Knowledge of HTML5, CSS3, and Javascript.
• Strong communication, organization, and analytical skills.
• Detail-oriented and comfortable working independently.
• Have the aptitude and desire to learn new technologies and skills.
• Familiarity with Chrome, Safari, or Firefox web developer tools.
• Working experience with Jira.
• High level of comfort and experience working with all levels of professionals.
• Enthusiastic about understanding the product in depth and always looking for ways to expand your knowledge.
• Technically skilled individual with empathy, able to balance problem-solving with understanding the human side of customer support.

*What do we offer?*

• Hybrid working. You can choose to work from home or join us in our Ljubljana office.
• Flexible schedule. You're trusted to create the right conditions for your best productivity.
• Continuous education. Up to 1000 EUR per year for conferences, books, and courses of your choice.
• Equipment of your choice.
• Knowledge shares.
• Additional pension and health insurance.
• WFH budget. An additional budget of 500 EUR to set up your home space.
• Employee well-being. Dedicated budget for any kind of wellness activities such as fitness, yoga, etc.

About Celtra
Celtra helps enterprise advertisers, media, and agencies design, approve, and deliver digital creative across the ever-growing number of campaigns, markets, designs, and variants. Celtra's Creative Automation & Enablement Software for helps brands move faster than ever while dramatically scaling content production. Companies like adidas, TripAdvisor, Spotify, Unilever, NBCU, Lululemon, YETI, Vice, and hundreds more partner with Celtra to cut production costs while increasing efficiencies and output in the cloud.

Empowering Creativity through Diversity & Inclusion
Our mission is to empower creativity - and we cannot fulfill our mission without different perspectives. Diversity drives innovation, and Celtra is committed to diversity, equity, inclusion, and belonging.

Every employee is empowered at Celtra - no matter your race, age, religion, gender identity, sexual orientation, physical or mental ability, or ethnicity. We hire the best, and develop our teams through continuous education and mentorship, in a community where everyone can bring their whole selves to work.