---
title: 'Platform Support Specialist at MNTN'
canonical: 'https://feeny.ai/job/platform-support-specialist-mntn-united-states-kwp2dn0zwa95'
type: 'job'
last_seen: '2026-09-09'
---

# Platform Support Specialist at MNTN

- **Company:** MNTN
- **Location:** United States
- **Posted:** 2026-08-18
- **Last confirmed live:** 2026-09-09
- **Apply:** https://job-boards.greenhouse.io/mntn/jobs/8137515

## Job description

At MNTN, we put our people first, full stop. This allows our company culture to be defined by our team members and their shared values, like trust, ambition, quality, radical honesty, and compassionate leadership. It’s why we all really love working for the Hardest Working Software in Television™ (and also why we were named one of Ad Age’s Best Places To Work in 2026.)

We pride ourselves on bringing unrivaled performance and simplicity to Connected TV advertising. Our self-serve technology makes running TV ads as easy as search and social, helping brands drive measurable conversions, revenue, site visits, and more. It’s what led MNTN to being named one of Fast Company's Most Innovative Companies in 2023. You can learn more about us and everything we do by visiting https://mountain.com/.

We’re committed to innovation that empowers, not replaces. At MNTN, AI is a tool for growth, enhancing efficiency while keeping a people-first approach. Our goal is to streamline workflows and drive new solutions—without compromising the human element that makes our company great.

So if wanting to do more, own more, and make a bigger impact comes naturally to you, then you may be the person we're looking for to join us in our next stage of growth.

We're looking for a Platform Support Specialist to join MNTN's growing customer support function and serve as a primary point of contact for non-staffed customers, small businesses using MNTN's self-serve advertising platform without a dedicated customer success representative. In this role, you'll support the full customer experience for this segment: diagnosing issues, resolving problems at first contact where possible, and connecting customers with the right resources to help them succeed independently. This is a high-volume, product-focused role where success is defined by speed, accuracy, and the ability to get customers unstuck without unnecessary escalation. This is a founding role. You'll be joining a net-new support org at the ground level, with the opportunity to help shape how Platform Support operates by following and providing feedback on the processes, standards, and culture that the function will be built on.

## What you'll do

- Work a daily queue of inbound customer inquiries across multiple product areas, prioritizing by urgency and SLA targets
- Diagnose and resolve platform-related issues, including account setup, billing, product navigation, campaign troubleshooting, and general how-to questions, at first contact whenever possible
- Ask targeted clarifying questions, reproduce problems where possible, and cross-reference known platform behavior to get to root cause quickly
- When escalation is required, document the issue thoroughly and route it to the correct team with full context
- Build working knowledge of available self-service resources and match customers to the right help center article, onboarding material, or in-product guide
- Maintain accurate, consistent ticket documentation: issue categorization, resolution steps, and outcome logged for every interaction
- Follow triage and escalation protocols consistently; use good judgment to distinguish between issues resolvable at the support tier and those requiring escalation
- Meet SLA targets for response time and resolution time across all assigned channels
- Flag recurring issues, product confusion patterns, and help center gaps to your team lead through regular cadences and proper documentation
- As a member of the founding Platform Support team, contribute feedback and ideas that help shape team processes, documentation standards, and ways of working

What success looks like

- Customers reach resolution quickly and consistently, without needing to escalate or follow up
- First-contact resolution rates are high and SLA targets are met across all channels
- Customers are directed to self-service resources effectively, reducing repeat inquiries on the same topics
- Ticket documentation is clean, consistent, and useful for queue reporting and trend analysis
- Your team lead receives clear, timely signal on recurring issues and product friction, not just one-off observations
- You've contributed meaningfully to the foundation of the Platform Support org, actively engaging with and helping refine the processes and standards as they're established

## What you bring

- 1–3 years of experience in a customer-facing role, with some exposure to product or technical support (SaaS, adtech, or digital marketing platforms preferred)
- Ability to diagnose and resolve platform issues independently, without defaulting to escalation
- Experience working within a ticketing or chat-based support system (Intercom, Zendesk, Salesforce Service Cloud, or similar), ideally at production volume
- Comfort navigating ambiguous or incomplete problem descriptions and asking the right questions to surface root cause
- Strong written communication skills: clear, concise, and professional in a high-volume async environment
- Background in adtech, digital advertising, programmatic media, or connected TV (CTV/OTT) is a plus
- Familiarity with self-serve advertising platforms and the types of issues small business advertisers commonly encounter is a plus
- Resolution-oriented: drives tickets to closure without letting ambiguity become a reason to pass issues along
- Resourceful: finds answers using available documentation and product knowledge before escalating
- Feedback-oriented: surfaces patterns and product gaps proactively rather than treating every ticket as a one-off

## About MNTN

Our recruiters will always reach out using an email address ending with @mountain.com OR @mntn.com. If you’re contacted by someone without that address and they mention a Reference Code (which we never use), then that ain’t us folks. Tell those trolls to take a hike–you’re waiting to climb a MNTN.

MNTN provides advertising software for brands to reach their audience across Connected TV, web, and mobile. MNTN Performance TV has redefined what it means to advertise on television, transforming Connected TV into a direct-response, performance marketing channel. Our web retargeting has been leveraged by thousands of top brands for over a decade, driving billions of dollars in revenue.

Our solutions give advertisers total transparency and complete control over their campaigns all with the fastest go-live in the industry. As a result, thousands of top brands have partnered with MNTN, including Tarte, Decked, and National University.

#LI-Remote

## About MNTN

## Company Overview
- **One-liner**: MNTN is a self-serve connected TV (CTV) performance marketing platform that enables brands of any size to create, launch, and optimize TV commercials on premium streaming networks while measuring real conversions.
- **Entity Type**: Private (backed by individual investors including Ryan Reynolds; funding stage not publicly disclosed)
- **Headquarters**: Not publicly disclosed (fully remote company)
- **Founded**: Not publicly available
- **Founders**: Not publicly available

## Core Business
- Primary industry: Connected TV (CTV) advertising, performance marketing, ad tech
- Target customers: B2B – brands, agencies, and marketers of all sizes (two‑thirds of MNTN customers had never advertised on TV before using the platform)
- Mission/purpose: “Bringing unrivaled performance and simplicity to Connected TV advertising” – making TV ads as easy to run as search and social

## Products & Services
- **MNTN Performance TV Platform**: Self-serve CTV advertising platform with real‑time automated optimization, goal‑based media buying, and direct deals with 150+ premium streaming networks (Peacock, HBO Max, Bravo, etc.). Advertisers can launch campaigns in under an hour.
- **QuickFrame AI**: Integrated creative platform that instantly generates brand‑ready video commercials using AI from Google, ElevenLabs, and others. Allows creation from scratch or repurposing social/digital video for CTV.
- **Verified Visits Attribution**: Proprietary last‑click attribution system built for CTV that uses an identity‑agnostic graph to match commercials to households and accurately measure site visits, conversions, and ROAS. Integrated with Google Analytics and Rockerbox.
- **Creative‑as‑a‑Subscription™**: A subscription service that provides ongoing creative production for CTV ads.

## Market Standing
- **Valuation/Market Cap**: Not disclosed
- **Key Metric**: Not disclosed (annual revenue not publicly available; funding rounds not publicly detailed)
- **Notable Investors/Partners**: Ryan Reynolds (investor and Chief Brand Officer) – [mountain.com/about/](https://mountain.com/about/). Partnerships include integrations with Google Analytics, Rockerbox, and LiveRamp. Direct deals with 150+ streaming networks.
- **Growth Signals**:
  - Named one of *Fast Company*’s Most Innovative Companies and *Next Big Things in Tech*
  - Featured on the cover of *Inc.*’s Best in Business Issue
  - Released QuickFrame AI 3.0 with major feature expansion (May 2026)
  - Expanded executive team in 2026 to support growth of Performance TV
  - Named Ad Age Best Places to Work 2024
  - One of the largest buyers of TV inventory in the US

## Competitive Advantages
- **Proprietary Identity Graph**: ID‑agnostic mapping of multiple signals for connected household devices – no reliance on cookies or a single data source.
- **Verified Visits Attribution**: Unique last‑click model that only credits MNTN when no other paid or organic referral is detected, providing true incrementality.
- **Real‑time Optimization Engine**: Evaluates hundreds of thousands of bid opportunities per second, analyzes more than a trillion behavioral signals daily, and drives over a billion optimizations per day – delivering 2x more conversions than other CTV platforms (self‑claimed metric).
- **Self‑Service + Expert Support**: Platform is fully self‑service but backed by dedicated customer service.
- **Low‑Risk Testing**: Advertisers can test CTV with affordable, low‑risk budgets; no requirement to run on linear TV.

## Strategic Focus
- **AI‑powered creative**: Continued investment in QuickFrame AI to make TV ad creation faster and more accessible.
- **Measurement & incrementality**: Emphasizing proprietary attribution and integrations with analytics platforms to prove TV ROI.
- **Premium content expansion**: Growing direct relationships with streaming networks and live sports.
- **Democratizing TV advertising**: Enabling brands of all sizes to access CTV with performance‑based buying.

## Why Work Here
- **100% remote** – work from anywhere you like (within the US) – [mountain.com/about/careers/](https://mountain.com/about/careers/)
- **100% healthcare coverage** – fully paid for employees
- **Competitive compensation** and **401(k) plan**
- **Flexible vacation policy** plus a **$2,000 annual vacation stipend**
- **Company‑wide 3‑day weekend every month** (every month has a three‑day weekend for all employees)
- **Free laptop** that is yours to keep after 6 months of full‑time employment (at manager discretion)
- **Flexible spending accounts (FSA)** and **access to coaching & therapy**
- Named **Ad Age Best Places to Work 2024** – culture based on quality, trust, ambition, and accountability
- Engineering culture: Job listings include Senior Data Scientist, Senior Software Engineer (ML, Performance Pacing, CDS), Staff Analytics Engineer, etc. – emphasis on machine learning, data, and platform engineering

## Sources
1. [mountain.com](https://mountain.com/)
2. [mountain.com/about/](https://mountain.com/about/)
3. [mountain.com/about/careers/](https://mountain.com/about/careers/)
4. [mountain.com/mntn-at-a-glance/](https://mountain.com/mntn-at-a-glance/)
5. [job-boards.greenhouse.io/mntn](http://job-boards.greenhouse.io/mntn)

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