Technical Support Executive

Ozone is the game changing digital advertising and technology business founded by News UK, Guardian Media Group, Telegraph Media Group and Reach PLC. Today, we work with more than 40 publishers across the world. 

At Ozone, we are powering the premium web – those online editorially-led environments where people come to be entertained and informed. Our aim is to create a more sustainable future for journalism through digital advertising by making it easier for brands to deliver more impactful campaigns to these highly engaged audiences.

The Role

As a Support Executive at Ozone, your primary responsibility will be to manage the support desk and address internal and external customer queries efficiently and effectively. This role is critical in ensuring a seamless customer experience by providing high-quality operational support to stakeholders across Ozone’s ecosystem.

We are looking for a candidate with a strong understanding of support management in digital advertising or similar industries, excellent organizational and communication skills, and a passion for problem-solving. The successful candidate will report to Ozone’s Technical Operations  Lead and play a pivotal role in supporting the company’s operational excellence.

Responsibilities

You will be responsible for supporting Ozone’s implementation and maintenance of RTB and Audience infrastructure across customers. This includes:

• Supporting the day-to-day operations of Ozone’s support desk, ensuring all customer queries—both internal and external—are resolved in a timely and professional manner.
• Serving as a primary point of contact for internal queries, including Publisher Services, TradingOps, Publisher Ops, and RevOps, to support their delivery of customer objectives.
• Monitoring and triaging support requests, prioritizing them based on impact and urgency, and ensuring their resolution through clear communication and escalation where needed. Ensuring Ozone meets committed customer SLAs.
• Supporting the wider Technical Operations team to onboard new customers and products. Including auditing new inventory and assisting with configuration. 

• Collaborating with the Operations and Product teams to surface recurring support issues and inform improvements to Ozone’s processes and tools.
• Working proactively to identify technical issues and opportunities and owning the process to resolution.
• Supporting team managers to set sprint goals; taking responsibility for ensuring that technical issues and opportunities are surfaced through the support desk  for prioritisation.

Required Experience / Skills

• Around 1 years’ experience working in a digital advertising business, preferably as part of an Ad-Operations team or as part of a Programmatic Trading unit.
• A foundational understanding of key programmatic technologies, including ad-serving, DSP & SSP setup, DMP, CMP, header bidding/Prebid, and common tracking solutions.
• A foundational understanding of data analysis, with experience using Microsoft Excel/Google Sheets.
• A working knowledge of SQL and familiarity with a range of analytics platforms, including Google Big Query & Google Data Studio, is a bonus.
• A commitment to providing excellent service to stakeholders.
• Enjoys problem-solving and takes a data-led approach to help identify and resolve issues.
• Strong communication skills, both written and verbal.
• Well-organised and diligent, with a strong ability and willingness to learn and adapt.
• Curious and proactive, with the ability to approach tasks with rigour and urgency.
• Enjoy working in a fast-paced environment.
• Ability to clearly and concisely communicate technical information to stakeholders, and to contribute to documentation.
• Preferably, experience with project management tools such as Jira.
• Preferably, experience with managing support requests or working within a support function.

About the process

We aim  to foster a diverse and inclusive workplace and we are committed to building a team that reflects a wide variety of skills, perspectives and backgrounds.

We are an equal opportunities employer, hiring solely on merit and business need. We encourage applications regardless of sex, gender identity, ethnicity, age, sexual 

orientation, gender reassignment, religion or belief, marital status, pregnancy, parenthood and disability. 

If you require reasonable adjustments in the recruitment process, please make us aware.  

What we offer

• 30 days annual leave plus your birthday day off
• Competitive AVIVA pension scheme, with employer contributions up to 4%
• Medical cash plan – contributions towards a range of health benefits including physiotherapy, prescriptions and health screenings.
• Private Medical Insurance with Vitality – includes unlimited virtual GP consultations and Mental Health support, in addition to cover for illness and a number of other incentives and benefits. This also includes generous cash allowances towards optical, dental and audio needs.
• Income protection - to support you financially following serious illness or injury.  This pays up to 70% of your salary for up to 5 years
• Group life assurance – tax free lump sum of 4x salary paid to your chosen beneficiaries
• Employee Assistance Programme – range of mental wellbeing support including life coaching and crisis support
• Rewards and discounts via interactive apps to make savings at your favourite brands, including gym discounts and savings on holiday and travel
• Cycle to work scheme with Evans Cycles
• Childcare salary sacrifice with Yellownest
• Hybrid working – mix of office and home working 

Our values

Created by our team, our values embody the way we work at Ozone:

• We can build a better future for our industry.
  We are building a future for digital advertising in which audiences, publishers and brands can thrive. Where high quality, editorially governed content has a successful and sustainable future. 

• Everyone can make a difference.
  It takes a lot of different people, ideas, and hard work to turn big ambitions into reality. Everyone’s input is needed, and everyone’s contribution is valued.

• Together is the best way.
  Born from collaboration, we believe team-working is the best way, and our natural instinct is to help. Success is a team effort, so that’s how we work internally, and with all our partners too.

• Be open, authentic, and human.
  Positive progress comes from being transparent, telling it how it is, and keeping things simple. That’s the environment we like to create, and we warmly welcome people into it.