Our client is a leading programmatic advertising platform in Europe, founded in 2009 and based in the vibrant city of Munich. They have built a diverse and international team of 30 talented individuals. Their culture is built on team spirit, honesty, transparency, and open feedback, supported by a flat hierarchy that fosters continuous learning and growth.

What sets them apart is their innovative, self-developed monetization platform and exceptional customer care, bridging the gap between publishers and advertisers to meet diverse client needs.

Their mission is to empower publishers, freelance journalists, independent reporters, and bloggers to self-finance, helping preserve media diversity and protect the right to free expression. This commitment drives them daily to deliver outstanding results.

If you share their passion and values, we’d love to hear from you. The company is expanding and seeking creative experts ready to embrace new challenges. In this role, you will play a crucial part in ensuring high customer satisfaction and efficiently resolving technical issues, contributing to the continued success of their support services.

Technical Support Manager
Location: Remote in Poland

You Are Good Fit For This Role If You

• Are a committed and ambitious person who wants to advance your career and achieve high goals.
• Value meticulousness and accuracy.
• Enjoy taking responsibility and have high standards for yourself.
• Are reliable, friendly, flexible, and resilient.
• Have a passion for technology and its applications.
• Enjoy working in a team and helping your colleagues.
• Like complexity and strive for continuous self-improvement.

Experience/Knowledge

• Experience in technical support or a related field.
• Knowledge of specific technologies, especially HTML and CSS.
• Commitment to ongoing education and certification to stay current with industry and technology trends.
• Very good command of German.

Nice to have:

• Experience in Digital/Ad Technology, such as Google AdManager, Outbrain, DV360, SSP, DSP, AdServer, Campaign Management.
• Relevant certifications like ITIL, CompTIA A+, Network+, or other vendor-specific certifications (e.g., Cisco, Microsoft, AWS) can be advantageous.
• English language.

Tasks

Technical Problem Solving and Customer Support:

• Address and resolve advanced technical issues escalated from 1st and 2nd level support teams.
• Provide customer support through the JIRA ticketing system, with a strong emphasis on understanding and meeting customer needs.
• Respond to customer inquiries, resolving complex technical challenges and addressing high-level, demanding questions.

Customer Interaction and Satisfaction:

• Engage with customers to understand their requirements and deliver expert technical assistance.
• Ensure customer satisfaction by offering clear communication and effective solutions.

Collaboration and Documentation:

• Collaborate with cross-functional teams, including Quality Assurance and Product Management, to resolve issues and enhance product quality.
• Develop and maintain comprehensive documentation on support processes, solutions, and best practices.

Incident Management and Technology Evaluation:

• Lead investigations of major incidents and coordinate with stakeholders to ensure swift resolution.
• Stay current with technological advancements and recommend tools or systems to enhance support services.