Technical Operations Lead

This is a fully remote position, open to applicants in New York.

📋 Description

• Oversee the daily operations of vendor Technical Support teams, ensuring prompt and precise resolution of technical issues for both advertiser and internal requests.

• Act as the main escalation point for intricate technical problems, troubleshooting and resolving issues before passing them on to Engineering.

• Collaborate with Product and Engineering teams to prioritize and address bugs, as well as support the incident management process.

• Develop and enhance escalation workflows and processes to facilitate efficient communication among support, product, and engineering teams.

• Recognize recurring issues and advocate for sustainable solutions that enhance platform stability and reliability.

• Manage and update the technical knowledge base, troubleshooting guides, and escalation documentation.

• Identify skill deficiencies within the support team and assist in training initiatives.

• Analyze support cases to spot trends and bolster support effectiveness.

• Work collaboratively with Product, Engineering, Product Marketing, and Sales Systems on product launches.

⛳️ Requirements

• A minimum of 5 years of experience in technical support operations, solutions engineering, technical program management, or a comparable position.

• Experience collaborating with global vendor support teams across various time zones.

• Strong technical expertise, including knowledge of ad serving, pixels, conversion tracking, APIs, debugging tools, and web technologies such as HTML and JavaScript.

• Capable of interpreting technical documentation, bug reports, and engineering tickets, translating them into clear instructions for diverse audiences.

• Proactive in identifying patterns, addressing problems, and enhancing processes.

• Detail-oriented and organized, with a commitment to maintaining high-quality documentation and workflows.

• Excellent communication skills and the ability to collaborate effectively across both technical and non-technical teams.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote work options.

• Opportunities for professional development and career advancement.

• Generous paid time off and holiday policies.