Technical Account Manager, Media Enablement Team
Amazon · New York, New York, USA ·
- Category
- Sales
Are you excited about improving the advertiser experience on one of the world's largest programmatic advertising platforms? As a Technical Account Manager on the Amazon Demand Side Platform (DSP) team, you will focus on improving how advertisers run Deals by identifying patterns in supply-related issues, decreasing time to resolution, and equipping advertisers and account managers with the knowledge they need to succeed. You will work across Client Account Management, SSP Partnership, and Product and Engineering teams to balance quick fixes with long-term supply improvements.
You will surface patterns in support tickets that point to larger opportunities — whether that means strengthening the supply network, improving products, or helping clients and partners get more from the platform. This role calls for strong analytical ability and a solution-oriented mindset, because the team designs solutions to prevent problems proactively rather than simply reacting to ticket volume. You should be familiar with industry trends including supply path optimization and emerging formats such as Audio, Digital Out of Home (DOOH), and live events, and comfortable communicating supply-side capabilities to senior business and technical leaders inside and outside Amazon.
Key job responsibilities
- Understand advertiser goals, facilitate their usage of Deals on the DSP platform, and proactively identify optimization opportunities by working with Account Teams, Product, Engineering, and SSP partners.
- Analyze support ticket patterns and key performance trends across clients, then translate findings into data-driven recommendations that reduce time to resolution and improve the overall advertiser experience.
- Investigate and root-cause supply issues in partnership with Solution Architects, Product Managers, and Engineering, ensuring timely resolution while capturing insights that inform longer-term product and process improvements.
- Provide training and operational support to internal Client Account teams, advertisers, and SSP or Publisher partners, equipping them with the knowledge to resolve common issues independently.
- Contribute to scalable playbooks and best practices that raise troubleshooting quality across the team, and share account management expertise with peers.
A day in the life
You start by reviewing your troubleshooting ticket queue, root-causing supply issues for your advertisers and prioritizing by business impact. By midday, you are partnering with engineering and product teams on a process improvement that will flag delivery issues before a ticket is even created. In the afternoon, you compile patterns from recent cases into a recommendation for leadership, then update a playbook so the broader team can apply what you learned. As you grow in the role, you spend more time designing high-scale solutions with engineering and partners and less time in the ticket queue.
About the team
Amazon Ads helps advertisers find and connect with customers through a broad set of digital advertising solutions. Amazon DSP is Amazon's programmatic advertising product for campaigns spanning Video, Audio, and Display across Amazon properties (for example, Amazon.com, Freevee, Twitch, Fire TV, and Amazon Music) and tens of thousands of third-party websites and apps. Our team is focused on improving the advertiser experience on the DSP platform, and we are investing in scalable tools and processes that strengthen our supply network for the long term. If you want to grow into a Solution Architect role and enjoy solving problems that sit at the intersection of advertising, technology, and client partnership, we would love to hear from you.
You will surface patterns in support tickets that point to larger opportunities — whether that means strengthening the supply network, improving products, or helping clients and partners get more from the platform. This role calls for strong analytical ability and a solution-oriented mindset, because the team designs solutions to prevent problems proactively rather than simply reacting to ticket volume. You should be familiar with industry trends including supply path optimization and emerging formats such as Audio, Digital Out of Home (DOOH), and live events, and comfortable communicating supply-side capabilities to senior business and technical leaders inside and outside Amazon.
Key job responsibilities
- Understand advertiser goals, facilitate their usage of Deals on the DSP platform, and proactively identify optimization opportunities by working with Account Teams, Product, Engineering, and SSP partners.
- Analyze support ticket patterns and key performance trends across clients, then translate findings into data-driven recommendations that reduce time to resolution and improve the overall advertiser experience.
- Investigate and root-cause supply issues in partnership with Solution Architects, Product Managers, and Engineering, ensuring timely resolution while capturing insights that inform longer-term product and process improvements.
- Provide training and operational support to internal Client Account teams, advertisers, and SSP or Publisher partners, equipping them with the knowledge to resolve common issues independently.
- Contribute to scalable playbooks and best practices that raise troubleshooting quality across the team, and share account management expertise with peers.
A day in the life
You start by reviewing your troubleshooting ticket queue, root-causing supply issues for your advertisers and prioritizing by business impact. By midday, you are partnering with engineering and product teams on a process improvement that will flag delivery issues before a ticket is even created. In the afternoon, you compile patterns from recent cases into a recommendation for leadership, then update a playbook so the broader team can apply what you learned. As you grow in the role, you spend more time designing high-scale solutions with engineering and partners and less time in the ticket queue.
About the team
Amazon Ads helps advertisers find and connect with customers through a broad set of digital advertising solutions. Amazon DSP is Amazon's programmatic advertising product for campaigns spanning Video, Audio, and Display across Amazon properties (for example, Amazon.com, Freevee, Twitch, Fire TV, and Amazon Music) and tens of thousands of third-party websites and apps. Our team is focused on improving the advertiser experience on the DSP platform, and we are investing in scalable tools and processes that strengthen our supply network for the long term. If you want to grow into a Solution Architect role and enjoy solving problems that sit at the intersection of advertising, technology, and client partnership, we would love to hear from you.