Required Manager, Product Enablement and Product Support Experts
Realize your potential by joining the leading performance-driven advertising company!
As a Manager, Product Enablement and Product Support Experts on the Publisher Professional Services group in our Tel-Aviv Office, youll play a vital role in providing guidance and development to a highly motivated team of engineers with a passion for technical project management, learning, client service, and creative solutions. In addition you will work with several teams within the company, ensuring all service level agreements are met and customer satisfaction goals are achieved.
This Role includes management of two domains Publisher Product Enablement and 3rd Level Support which are responsible for leading the products lifecycle in Pub Professional Services as well as troubleshooting the most complex issues of the publisher domain.
How youll make an impact:
As a Manager, Product Enablement and Product Support Experts, youll bring value by:
Direct management of 6 experienced engineers who perform in-depthtroubleshooting including DB analysis, reading system logs and debugging product code to identify and solve complex support issues that were escalated by other support levels. The team also is responsible for introducing new products to professional services, leading technical projects including training and building processes and tools.
Manage through data driven approach, Monitor team KPIs to ensure Service Level Agreements and Customer Satisfaction are met while keeping Support and Professional Services management informed
Initiate, plan and execute cross functional projects as part of our Support strategy
Mentor team members Ability to coach, train and develop people, identify areas for continued learning and development and define career goals through personal meetings and b-yearly reviews
Act as a focal point of our professional services with R&D, Product Management, Sales, and Account Management.
Prioritize and address issues raised by our clients and internal stakeholders
Driving proactive, high-quality communication between the teams and our customers, including managing escalations if required
Encouraging an inquisitive learning environment to ensure the team implements improvements based on industry best-practices and project retrospectives
Ensure knowledge transfer from your team to other teams in Professional Services.
Realize your potential by joining the leading performance-driven advertising company!
As a Manager, Product Enablement and Product Support Experts on the Publisher Professional Services group in our Tel-Aviv Office, youll play a vital role in providing guidance and development to a highly motivated team of engineers with a passion for technical project management, learning, client service, and creative solutions. In addition you will work with several teams within the company, ensuring all service level agreements are met and customer satisfaction goals are achieved.
This Role includes management of two domains Publisher Product Enablement and 3rd Level Support which are responsible for leading the products lifecycle in Pub Professional Services as well as troubleshooting the most complex issues of the publisher domain.
How youll make an impact:
As a Manager, Product Enablement and Product Support Experts, youll bring value by:
Direct management of 6 experienced engineers who perform in-depthtroubleshooting including DB analysis, reading system logs and debugging product code to identify and solve complex support issues that were escalated by other support levels. The team also is responsible for introducing new products to professional services, leading technical projects including training and building processes and tools.
Manage through data driven approach, Monitor team KPIs to ensure Service Level Agreements and Customer Satisfaction are met while keeping Support and Professional Services management informed
Initiate, plan and execute cross functional projects as part of our Support strategy
Mentor team members Ability to coach, train and develop people, identify areas for continued learning and development and define career goals through personal meetings and b-yearly reviews
Act as a focal point of our professional services with R&D, Product Management, Sales, and Account Management.
Prioritize and address issues raised by our clients and internal stakeholders
Driving proactive, high-quality communication between the teams and our customers, including managing escalations if required
Encouraging an inquisitive learning environment to ensure the team implements improvements based on industry best-practices and project retrospectives
Ensure knowledge transfer from your team to other teams in Professional Services.
Requirements:
To thrive in this role, youll need:
5 or more years of technical support engineering experience
3 or more years managing people in an Ad-Tech environment or similar
Proven experience in a Professional Services role leading a team of varying skill sets
Strong team player, and also a self-starter with the will and ability to work in a fast-paced, ever-evolving environment
Experience working with global R&D and Product Management teams
Deep knowledge of technical support-related performance indicators and Service Level Agreements (SLAs)
Experience managing business and/or direct client escalations
Highly motivated, proactive, dedicated and creative to meet the needs of the Account Management and other internal teams
Manage hands-on projects and comply with business deadlines
Passion for customer service, relationship building, and self learning
Experience mentoring, developing, and motivating engineering teams
Proficiency in Jira and SalesForce
Bonus points if you have:
Tech or Ad Tech Industry experience
Knowledge of JavaScript/HTML/CSS or S2S/mobile integrations.
To thrive in this role, youll need:
5 or more years of technical support engineering experience
3 or more years managing people in an Ad-Tech environment or similar
Proven experience in a Professional Services role leading a team of varying skill sets
Strong team player, and also a self-starter with the will and ability to work in a fast-paced, ever-evolving environment
Experience working with global R&D and Product Management teams
Deep knowledge of technical support-related performance indicators and Service Level Agreements (SLAs)
Experience managing business and/or direct client escalations
Highly motivated, proactive, dedicated and creative to meet the needs of the Account Management and other internal teams
Manage hands-on projects and comply with business deadlines
Passion for customer service, relationship building, and self learning
Experience mentoring, developing, and motivating engineering teams
Proficiency in Jira and SalesForce
Bonus points if you have:
Tech or Ad Tech Industry experience
Knowledge of JavaScript/HTML/CSS or S2S/mobile integrations.
This position is open to all candidates.
