Were looking for a highly skilled and motivated Technical Support Team Lead to join us at Aura, Unity.
Our Technical Support team provides essential technical support and handles production incidents. As the Technical Support Team Lead, you will lead the support team, address production incidents, and develop and implement internal processes and workflows to ensure seamless support service delivery.
You will collaborate with cross-functional teams such as Business, Data, Product, and R&D, playing a vital role in resolving technical issues and making a significant impact on the success of our products.
What you'll be doing
Lead the Technical Support team, providing mentorship and professional guidance
Collaborate with cross-functional teams such as Business, Data, Product, and R&D to monitor and resolve issues
Provide hands-on support and leadership in troubleshooting and investigating technical incidents
Oversee the team's daily operations, training and knowledge sharing, prioritize tasks, and act as focal point during escalations
Establish work procedures and processes to drive continuous improvement and ensure exceptional customer satisfaction
Requirements: What we're looking for
Demonstrated experience as a technical support engineer (tier 2 or tier 3) with managerial experience in a fast-paced organization
Strong analytical skills and SQL knowledge with experience querying complex data sets
Highly motivated individual with a positive attitude and a commitment to excellent service
Ability to work hands-on alongside the team to research, diagnose, and resolve technical issues while effectively managing and prioritizing multiple customer issues
Excellent verbal and written communication skills in both English and Hebrew, coupled with outstanding interpersonal skills
You might also have
Familiarity with Android environment
Experience within an AdTech company
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