2 months ago
Toronto, CanadaMid Level
Responsibilities
- Own second-tier technical cases end to end, prioritizing them and keeping them within SLA.
- Investigate issues escalated by first-tier support and AdOps and drive them to resolution.
- Troubleshoot technical issues with clients and support account managers serving major brands.
- Handle reports received through Slack, Salesforce, email, and other channels.
- Verify campaign, pixel, and creative setup.
- Pull and analyze database data to produce insights and solutions for marketers.
- Document known issues, workarounds, and escalation paths.
- Collaborate with R&D, AdOps, Account Management, and Product to improve the platform.
Requirements
- Experience in technical support or technical solutions, ideally in ad tech, with a record of resolving customer-facing technical issues.
- Strong systematic and hypothesis-driven troubleshooting skills, including appropriate escalation judgment.
- Clear communication and the ability to work with technical and non-technical stakeholders and de-escalate frustrated clients.
- Working knowledge of web technologies including JavaScript, HTML, HTTP, iframes, cookies, and the DOM.
- Working knowledge of SQL for joins, aggregations, and CTEs.
- Scripting ability in JavaScript, Python, or a similar language.
- Comfort with Excel or Google Sheets, a text editor, Git, and the command line.
- Fluent English; additional languages are a plus.
- Preferred: prior ad tech experience and familiarity with Chrome DevTools, Salesforce, Jira, Google Analytics, Google Tag Manager, APIs, Postman, Insomnia, Claude, Gemini, n8n, or Workato.
Benefits
- Canada-based role operating during North American business hours and complementing the global support center in Slovenia.
- Competitive benefits and perks to support employees and their families.
- Development opportunities, collaboration, and continuous learning in a global, diverse workplace.
- Employee Resource Groups supporting environmental, women’s empowerment, charitable, and diversity, equity, and inclusion initiatives.
Tech Stack
Categories
Solutions Engineering
About Teads
Teads builds an omnichannel advertising platform used by brands and agencies to run video and display campaigns across mobile, web, and connected TV, and by publishers to monetize inventory via a supply-side platform and ad exchange. The company earns revenue from media activation and platform fees. Headquartered in New York, it operates globally and is owned by Altice.