Technical Advisor

Piano’s Digital Experience Cloud empowers organizations to understand and influence customer behavior. By unifying customer data, analyzing behavior metrics and creating personalized customer journeys, Piano helps brands launch campaigns and products faster, strengthen customer engagement and drive personalization at scale from a single platform.

Headquartered in Amsterdam with offices across the Americas, Europe and Asia Pacific, Piano serves a global client base, including Air France, the BBC, CBS, IBM, Kirin Holdings, Jaguar Land Rover, LinkedIn, Nielsen, The Wall Street Journal and more. Piano has been recognized as one of the fastest-growing, most innovative technology companies in the world by World Economic Forum, Red Herring, Inc. and Deloitte.

**Position Overview**:
Our technical support team in Bordeaux is growing and we are looking for talented people who are interested in working in an international software company that is global leader in the content monetization industry. The Technical Advisor L1 will be primarily responsible for ensuring that clients across the globe who have signed up with Piano, experience the highest and most professional level of support for their needs.

This role has the following responsibilities:

- Investigate, diagnose and resolve tickets.
- Work directly with other teams and the client to identify and replicate technical issues and propose possible workarounds.
- Performs sufficient testing to ensure that the introduced solution has fixed the client’s issue.
- Coordinate special technical requests with the development team.
- Identify and communicate opportunities for improvement in publishers’ implementations of Piano solutions.
- Identify, track, and document solutions for common client needs, requests and questions.
- Write solutions inputs to our technical documentation team.
- Prepare playbooks for standard issues.
- Ensuring client’s questions that are not progressing are escalated to the appropriate teams.
- Basic knowledge of HTML/CSS required.
- Knowledge of Javascript is a benefit.
- Fluent level of English - written and spoken required / another language is a big advantage
- Excellent writing skills.
- General understanding and knowledge of web technologies and related problem-solving tools.
- Incident management process knowledge is a benefit.
- Motivation to constantly improve your technical knowledge, experiment and propose new solutions and ideas.
- Ability to solve problems dynamically, creatively and with patience.
- Detail-oriented and able to manage several tasks at once.
- Strong interpersonal and communication skills.