Remote 3rd Level Technical Support SME

Summary

Join our team as a 3rd Level Technical Support Subject Matter Expert (SME) in the world's #1 discovery platform! You will be an essential pivotal engineer within the advertiser professional services support group, juggling complex technical case investigations, bug reporting prioritizing and tracking, knowledge retention and training, and operational data analysis. As a leader, you will own at least one area of expertise as the highest level of technical escalation and management.

Responsibilities

• Perform in-depth troubleshooting of the most complex issues in the support group, requiring expert understanding of Taboola features and architecture
• Be an escalation point for burning issues within and outside your primary SME area/s
• Analyze operational aspects of your SME area/s and expose actionable insights
• Mentor and provide consultations to lower level support engineers
• Create and provide training and knowledge material to the entire support group (and beyond) - new feature introduction, troubleshooting methodologies and tools, technical summaries and more
• Perform periodic meetings with Product and R&D regarding issue prioritization, new features and supportability requirements
• Cooperate and coordinate with additional groups within professional services, support, sales, account management and more
• Identify gaps of work methodologies, supportability or manual work that can be improved by automation or refined processes, and work towards closing the gaps

Benefits

Work from home as well as from the office