Technical Operations Lead

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.