About us

ShowHeroes is a global leader in CTV and digital video advertising solutions. Through premium publisher partnerships, advanced contextual targeting technology, and innovative creative formats, the company helps brands and publishers build meaningful audience connections across all screens.

Powered by its SemanticHero AI platform, ShowHeroes delivers highly relevant, privacy-conscious advertising, and video solutions at scale. Founded in 2016 and headquartered in Berlin, the company operates internationally across Europe, Latin America, and Asia.

The Role

Our team is responsible for the business and user operations for customers of the MAX platform. The team comprises several members who handle escalating tiers of support.  Technical Support acts as one of the core teams within the Product department.

As the Platform Support Specialist, you will deliver fast, technically deep, and reliable support to publishers and internal staff users using our MAX platform which is a mature, established product used at a large scale. The successful candidate will decide whether to work entirely remotely, from one of our 26 office locations, or any hybrid approach.

What You'll Take Charge Of

• Responding to and resolving support tickets from internal/external users, emails, or chat inquiries.
• Troubleshooting technical issues related to the platform (logins, integrations, reproducing bugs, configuration errors).
• Escalating complex or unresolved issues to higher-tier technical support or redirecting issues to product managers.
• Documenting issues and solutions in a knowledge base or ticketing system.
• Support Supply Ops with technical guidance when needed for platform features and onboarding.
• Monitoring for recurring issues and reporting patterns to the Product team.
• Maintaining communication with devops during outages or service disruptions.

What We're Looking For

• 3+ years in customer platform support, technical support, developer support, or similar roles within a technology company, with experience supporting enterprise customers.
• Experience in the digital advertising industry, with an understanding of ad tech terminology, workflows, and technologies, including ad serving, SSPs, DSPs, VAST, video advertising, and analytics.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Understanding of web technologies including HTML5, JavaScript, and browser capabilities.
• Experience with ticketing/CRM platforms (e.g., Zendesk, Odoo, JIRA) and basic SQL or data analysis skills are a plus.
• Candidates are preferred who have full stack development experience, particularly in Python (Django, FastAPI, or Starlette) and JavaScript/React.  Team members who do have opportunities to contribute to platform improvements, internal tooling, and automation initiatives.
• Self-motivation to work independently and autonomously.

What's In It for You

• A technology and media company with numerous branches worldwide (e.g. Paris, New York, São Paulo, Milan and Berlin)
• Flexible workplace and working hours
• A friendly and inclusive culture with equal opportunities for everyone
• A place to grow and take initiative
• One mental health day per year to focus on your well-being
• Team events, winter parties, and more to celebrate our successes together
• Four impact days per year to contribute positively to our environment and society

People at ShowHeroes

At ShowHeroes, we are committed to fair and objective decision-making across all stages of the employee lifecycle. This includes recruitment, hiring, promotion, and compensation processes.

We evaluate candidates and employees based on qualifications, performance, and alignment with our company values, regardless of gender, age, origin, religion, or disability.