Technical Support Lead

Bigabid is a prominent player in the digital advertising landscape. Specializing in machine learning and AI-driven solutions, Bigabid focuses on optimizing mobile app user acquisition and retargeting campaigns. Its advanced platform harnesses the power of data analytics and predictive algorithms to enhance advertising performance and drive meaningful results for clients. With a strong commitment to innovation, Bigabid continuously refines its technology to adapt to the ever-evolving digital marketing ecosystem. By offering insights into user behavior, real-time bidding capabilities, and personalized targeting, Bigabid empowers advertisers to make informed decisions and maximize their return on investment in the competitive world of mobile advertising. In the world today, our growth & success lean on brilliant brains and amazing stuff alongside state-of-the-art AI technology.

Bigabid is looking for a Technical Support Lead to play a critical role in ensuring the smooth operation of our product by managing support team processes, resolving technical issues, and improving customer experience. In addition to these responsibilities, you’ll act as a strategic escalation point for high-priority production issues affecting millions of dollars, bringing both tactical oversight and fast-tracked resolutions to protect our clients’ success and Bigabid’s reputation.

Responsibilities:

• Lead the technical support team and provide assistance to Bigabid’s clients and employees across the company, experiencing issues with the company's products or services.
• Guide your team to troubleshoot and resolve technical problems efficiently, investigate and analyze issues, and address them promptly while collaborating with tech teams.
• Take ownership of new client technical onboarding, ensuring smooth operations.
• Manage your team’s escalations of complex issues to appropriate departments, ensuring timely resolution while overseeing the solution through to completion and quality assurance.
• Work closely with various departments, such as Sales, Customer Success, and R&D, to address product-related issues and coordinate solutions.
• Communicate with third-party vendors or service providers when necessary to resolve issues or obtain support.
  
  

• At least 2 years of hands-on experience as a Technical Support/QA Engineer/analyst
• or equivalent military experience
• Data-driven decision-making, analytical approach, and problem-solving skills
• Experienced with diverse ticketing systems and processes for managing and prioritizing requests
• Skilled in managing multiple, time-sensitive requests and projects simultaneously in a fast-paced environment.
• Ability to track team performance metrics and support ticket SLAs, continuously improving team response and resolution times.
• Experience in defining and maintaining test procedures, bug tracking, and prioritization
• Strong communication skills and the ability to work well under pressure with minimal direction.
• Hands-on experience working with SQL and Excel.
• High level of written and spoken English
  
  

• Leading a support/QA /production analyst team
• Experience in a related position within a publisher, advertiser side, or AdOps/programmatic teams.
• Deep understanding of online and digital advertising metrics and KPIs.