We are looking for a Technical Support Operations Lead to partner closely with our vendor Technical Support teams. These teams support advertisers, sales partners, and internal stakeholders by resolving bugs, incidents, and platform issues. In this role, you'll handle escalations, support day-to-day operations, and help build a high-quality technical support function. You'll act as a bridge between customers and engineering, helping resolve issues efficiently and improving the overall support experience.
What You'll Do- Lead the day-to-day operations of vendor Technical Support teams, ensuring timely and accurate resolution of technical issues across advertiser and internal requests
- Serve as the primary escalation point for complex technical issues, troubleshooting and resolving problems before escalating to Engineering where possible
- Partner with Product and Engineering to prioritize and resolve bugs, and support the incident management process with clear and actionable information
- Build and improve escalation workflows and processes to ensure efficient communication between support, product, and engineering teams
- Identify recurring issues and root causes, and advocate for long-term fixes that improve platform stability and reliability
- Own and maintain the technical knowledge base, troubleshooting guides, and escalation documentation to ensure clarity and usability
- Identify skill gaps within the support team and support onboarding and ongoing learning programs in partnership with vendor training teams
- Review support cases to identify trends, improve quality, and enhance support effectiveness
- Collaborate cross-functionally with Product, Engineering, Product Marketing, Sales Systems, and other teams on launches, known issues, and improvements
Who You Are- You have 5+ years of experience in technical support operations, solutions engineering, technical program management, or a similar role
- You have experience working with global vendor support teams across multiple time zones
- You bring strong technical knowledge, including familiarity with ad serving, pixels, conversion tracking, APIs, debugging tools, and web technologies such as HTML and JavaScript
- You can interpret technical documentation, bug reports, and engineering tickets, and translate them into clear guidance for a range of audiences
- You take a proactive approach to identifying patterns, solving problems, and improving processes
- You are detail-oriented and organized, with a focus on maintaining high-quality documentation and workflows
- You communicate clearly and collaborate effectively across technical and non-technical teams
Where You'll Be- We offer you the flexibility to work where you work best! For this role, you can be within the Eastern Standard time zone.
The United States base range for this position is $91,395-$130,564 USD, plus equity. The benefits available for this position include health insurance, six-month paid parental leave, 401(k) retirement plan, monthly meal allowance, 23 paid days off, paid flexible holidays, and paid sick leave. These ranges may be modified in the future.
