Technical Support Manager

Department: Professional Services
Location: US - New York
Updated on: May 08, 2021

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MediaMath helps the world's top brands deliver personalized digital advertising across all connected touchpoints. Over 9,500 marketers in 42 countries use our demand-side platform every day to launch, analyze, and optimize their digital advertising campaigns across display, native, mobile, video, audio, digital out of home, and advanced TV formats.

MediaMath initiated an industry-wide effort to create a 100% accountable, addressable and aligned supply chain through SOURCE ecosystem. SOURCE by MediaMath is a technical and commercial framework for agencies, brands, tech companies, and content owners designed to provide long-term sustainable solutions for a clean digital media supply chain with brand-safe, viewable inventory. MediaMath has offices in 15 cities worldwide and is headquartered in New York City.

Key Responsibilities

MediaMath are seeking a Technical Support Manager to provide leadership, direction, and oversee regional operations of the MediaMath Support team in North America. You will lead a regional team of subject matter experts on the platform, reinforcing best practices for campaign setup, troubleshooting, and issue resolution.

You will have a primary focus on fostering the Center of Excellence for technical support, ad operations, and issue escalation by improving processes, continuously driving efficiencies, and identifying tools that help to deliver best in class client service. You will also work closely with stakeholders across the Client Success and Technology organizations to put necessary infrastructure in place to ensure client success.

This role requires a strong mix of service and process orientation, agile thinking, and excellent leadership and collaboration.

You will:

  • Clients: Through successful service delivery, ensures client satisfaction and retention. Partners with various departments heads to facilitate client retention, growth, and expansion.
  • Business: Oversees team adherence to processes, policies, and best practices. Challenges the status quo and identifies opportunities to improve quality, efficiency, and results. Create and lead significant improvements for platform support operation and service.
  • Employees: Leads by example to foster a positive work environment in which employees develop and grow professionally. Spearheads ongoing professional development and evaluation of direct reports, driving accountability, and co-creating career development plans.
  • Leadership: Motivates the team to quickly resolve technical issues. Builds leadership strength through individual self-accountability, training, and coaching. Fosters a culture of continuous improvement and proactiveness. Assesses process workflow problem areas and determines the root causes, identifies opportunities for improvement, and implements solutions. Establishes performance metrics and methods to continuously monitor team performance.
  • Collaboration & Communication: Communicates and collaborates across various departments and individuals. Develops and recommends operational improvements based on business justification and opportunity to increase client satisfaction.

You have:

  • BA/BS degree in Information Systems, Computer Science, Business Analytics, or related field
  • 3+ years’ experience in tier 1 and tier 2 technical support and ad operations
  • Experience managing a team of 5 or more FTEs
  • Deep understanding of RTB technology, including DSP, DMP, SSP, and dynamic ad serving products
  • Ability to define, train, manage, and scale new processes and solutions across teams
  • Ability to maximize operational efficiencies to deliver best in class client service
  • Excellence in team leadership and cross-functional collaboration
  • Excellent prioritization skills in handling constantly shifting priorities

You are:

  • Personable, solution oriented, creative thinker
  • Comfortable working in a fast-paced, fun, and entrepreneurial environment
  • Strong attention to detail and extremely well-organized
  • Able to deliver against multiple simultaneous tasks with excellence
  • Customer support mindset

Why We Work at MediaMath

We are restless innovators, smart, passionate, and kind. At the heart of our culture are six values that provide a framework for how we approach our work and the world: Teams Win, Scale + Innovation, Obsess Over Learning & Growth, Align then Execute, Do Good Better, and Embrace the Journey. These values inform how we energize one another and engage with our clients. They get us amped to come to work.

Founded in 2007 as a pioneer in "programmatic" advertising, MediaMath is recognized as a Leader in the Gartner 2020 Magic Quadrant for Ad Tech and has won Best Account Support by a Technology Company for two years in a row in the AdExchanger Awards.

MediaMath is committed to equal employment opportunity. It is a fundamental principle at MediaMath not to discriminate against employees or applicants for employment on any legally-recognized basis including, but not limited to: age, race, creed, color, religion, national origin, sexual orientation, sex, disability, predisposing genetic characteristics, genetic information, military or veteran status, marital status, gender identity/transgender status, pregnancy, childbirth or related medical condition, and other protected characteristic as established by law.