Technical Support Manager

Job Summary

Leading a regional team of Partner/Support Engineers, the full-time Manager II, Technical Support Engineer will oversee partner and advertiser relationships, drive team performance, and manage complex technical escalations while working in a hybrid environment based in New York City or Chicago.

Key responsibilities

• Lead, coach, and develop a team of Partner/Support Engineers, ensuring accountability for outcomes and providing hands-on support when necessary
• Own relationships and metrics for advertisers and partners, ensuring user-centric solutions while engaging with priority accounts
• Act as the escalation point for complex technical issues, collaborating with cross-functional teams to drive resolution and continuous improvement

Required qualifications

• 2+ years of people/team management experience in client-focused technical teams, with a total of around 5+ years in Support/Solution/Partner Engineering
• Background in Ad Tech, MarTech, or eCommerce
• Strong technical skills in scripting for data manipulation and API integrations, including familiarity with SQL and debugging multi-system integrations
• Ability to manage ambiguity and make timely decisions while maintaining stakeholder relationships
• Demonstrated ability to leverage AI to enhance work quality and champion AI experimentation within the team