Technical Support Team Lead

Description

Rise provides fully programmatic media solutions for publishers that seamlessly integrate with their content and product user experience. With advanced data-powered solutions perfectly adapted to accommodate advertising needs, publishers are enabled to maximize their revenues by getting back control.

Position Summary

We are looking for a Technical Operations Team Leader to join our operations team and lead it. The ideal candidate will manage the operations team members as well as act as a technical escalation point and share the day-to-day workload with the rest of the team. The Technical Operations Team Leader will report to Rise’s VP of Operations. We are looking for a highly technical team leader with proven management experience who will be able to own the operation activity from end to end.

Responsibilities:

• Manage a team of operations managers responsible for the design, implementation, and operation of the company's search activity
• Responsible for team member's professional and personal growth and well-being
• Develop and implement strategies that can improve existing solutions and enhance the company's overall productivity
• Monitor the performance of the search products to ensure smooth operation and fast response times for incidents and escalations
• Prioritize and manage multiple activities simultaneously
• Responsible for team deliveries
• Understand the customer’s business, identify the customer’s pain points, and provide a tailored solution based on the product portfolio to address the customer’s needs
• Research technical issues and identify potential solutions while providing prompt and accurate feedback
• Work alongside product, DevOps, R&D, and business tech leads
• Properly communicate and escalate customers’ requirements and unresolved issues to appropriate internal teams (software developers and product)
• Lead business and operational/technical discussions with external and internal customers

Requirements:

• At least 2 years of experience as an Operations/Technical Support Engineer/Professional Services Team Leader - MUST!
• At least 3-4 years of experience as an Operations/Technical Support Engineer/Professional Services or a similar role - MUST!
• Familiarity with SQL and Excel - MUST!
• Ability to manage and motivate a team of operations managers
• Strong familiarity with website development tools and troubleshooting techniques
• Basic Networking knowledge in the Internet environment (TCP/IP, HTTP, DNS)
• Ability to lead a business discussion with customers while presenting performance trends and business goals
• Strong technical skills with the ability to understand and troubleshoot system and application flows, dive deep into complex problems, and find their root cause
• Interest and orientation in data, metrics, analysis, and trends and applying knowledge of measurement, statistics, and program evaluation
• Strong attention to detail and excellent written and oral communication skills
• Fluent English – written and spoken

Advantages

• Experience in the online advertising industry
• Familiarity with the search AdTech industry
• Software programming or shell script development experience