Senior Client Support Analyst

Who we are

DoubleVerify is a leading software platform for digital media measurement, data and analytics. DV’s mission is to be the definitive source of transparency and data-driven insights into the quality and effectiveness of digital advertising for the world’s largest brands, publishers and digital ad platforms. DV’s technology platform provides advertisers with consistent and unbiased data and analytics that can be used to optimize the quality and return on their digital ad investments. Since 2008, DV has helped hundreds of Fortune 500 companies gain the most from their media spend by delivering best in class solutions across the digital advertising ecosystem, helping to build a better industry. Learn more at www.doubleverify.com.

The Senior Client Support Analyst is a technical expert within our Publisher Client Services team who resolves complex client issues across our full product suite. You'll work alongside a tight-knit group of people who are as invested in solving problems as they are in supporting each other. This role serves as an escalation point for challenging technical issues, partnering closely with Product, Engineering, and Client Development teams to deliver solutions and drive continuous improvement. You'll own complex troubleshooting, create documentation that scales support across the team, and build trusted relationships with clients who rely on your expertise. Your work has real impact: you'll help inform our product roadmap while empowering publishers to confidently monetize their content while maintaining the quality and transparency they need to succeed.

What You'll Do

• Serve as the escalation point for complex level 2 technical issues across the entire DVPS product suite, a SaaS platform for Publishers
• Build strong client relationships by delivering thoughtful solutions that anticipate future needs
• Troubleshoot technical issues with customers, identifying whether problems stem from product flaws or training needs
• Diagnose and resolve novel issues that don't fit existing playbooks—create the playbook for others to follow
• Design custom solutions leveraging advanced Excel analysis and data manipulation to address unique client requirements
• Document complex solutions and convert level 2 issues into level 1 processes that empower the team
• Partner with Product, Engineering, and Development teams to identify and drive improvements based on client feedback
• Maintain expert-level knowledge of DVPS products and stay ahead of industry trends in ad verification
• Perform advanced data analysis to uncover insights and support strategic decision-making
• Provide guidance and mentorship to Client Support Analysts, elevating team expertise

Who You Are

We're looking for someone who brings both technical chops and genuine care for solving client problems. More specifically:

• You have 4+ years in technical client support, SaaS platforms, ad operations, or similar client-facing roles where you've been the person others turn to
• You're an Excel power user—complex formulas, data modeling, and analytical problem-solving are second nature
• You know ad tech beyond the buzzwords—you've worked hands-on with DSPs, ad serving, programmatic, or verification platforms
• You're self-motivated and accountable. When you see something that needs doing, you don't wait to be asked
• You can translate technical complexity into clear explanations that make clients feel confident, not confused
• You have strong analytical instincts and can get to the root cause of an issue, not just the symptoms
• You're comfortable figuring things out when there isn't a clear playbook
• You've created documentation or processes that actually help people (not just check a box)

We'd be especially excited if you have:

• Experience with Freshdesk, Jira, Confluence, and Looker Studio
• Working knowledge of Chrome Developer Tools and Charles Proxy
• Background in publisher operations, brand safety, or fraud detection
• Experience with AI: prompt design, workflows, and implementation

The successful candidate’s starting salary will be determined based on a number of non-discriminating factors, including qualifications for the role, level, skills, experience, location, and balancing internal equity relative to peers at DV. The estimated salary range for this role based on the qualifications set forth in the job description is between $68,000 to $129,000. This role will also be eligible for bonus/commission (as applicable), equity, and benefits. The range above is for the expectations as laid out in the job description; however, we are often open to a wide variety of profiles, and recognize that the person we hire may be more or less experienced than this job description as posted.

Not-so-fun fact: Research shows that while men apply to jobs when they meet an average of 60% of job criteria, women and other marginalized groups tend to only apply when they check every box. So if you think you have what it takes but you’re not sure that you check every box, apply anyway!