Careers at Bigabid

Technical Support Lead (Tier 1-2)

#li-hybrid Bigabid is an innovative technology company led by data scientists and engineers devoted to mobile app growth. Our proprietary ad platforms powered by machine learning are the outcome of that devotion.

Our ever evolving, state-of-the-art machine learning technology analyzes 50+TB of raw data per day to produce millions of ad recommendations in real-time. This data is used to power our machine learning predictions, business critical metrics, and analytics to power our decision making. 

Bigabid is looking for a rockstar Technical Support Lead to join us in our journey. This person has to master many skills, such as - know the product inside out, have deep technical understanding, think out of the box, problem solving capabilities, great business understanding, prioritization skills, excellent communications skills, and above all, the desire to get things fixed.  

As a Technical Support Lead in the company, you will have the chance to define Bigabid’s support processes and build methodologies and shape a customer-facing culture. You will bond and interact with all internal teams to drive resolution to issues when needed, and will communicate with users in a way that builds trust. You will record the company’s technical support knowledge to set the support team for growth along with the rest of the company.

This is a role you will love, assuming you like ownership and responsibility, if you’re a self-starter and independent thinker, if you like building things your way, and if you want a fun place to work.


Responsibilities:

  • Provide best-in-class, hands-on, technical support to our users.
  • Research, diagnose, troubleshoot, and solve technical issues. 
  • Prioritize and manage several open issues at one time. Follow the SLA for issues with respect to the severity.
  • Work closely with R&D, Product, and Ops teams for complex problem solving and escalations.
  • Document knowledge to create a tech knowledge base. 
  • Define KPIs, measure support performance, and deliver accurate and timely reports.
  • Implement and maintain internal support software tools
  • Proactively design methodologies, best practices, and techniques to optimize our support process.
  • Assist in onboarding new customers.

Requirements:

  • 3+ years of experience in Technical Support roles from B2B SaaS companies.
  • Experience with building Support infrastructure, processes, metrics, and KPI’s
  • Excellent customer-facing communication skills (verbal and written)
  • Analytical mind and problem-solving attitude
  • Self-starter, troubleshooter, and team player with the ability to work independently while the team is remote
  • Able to work cross-functionally with multiple stakeholders and interact with/present to all levels of leadership within the company.
  • Experience with a support system (Zendesk or similar)
  • Experience with SQL - an advantage 
  • Experience in Ad Tech - an advantage
  • Experience in a fast-growing organization - an advantage
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