Advertisers 2nd level support team leader

Realize your potential by joining the leading performance-driven advertising company!

As a Team Lead for the Level 2 Advertiser Support team, you will be a driving force behind our Level 2 Advertiser Support team - leading, coaching, and developing a group of technical support engineers to deliver best-in-class support to our advertisers. You will balance people leadership with hands-on technical guidance, helping your team investigate and resolve complex technical issues, and providing consultation when a case needs an expert eye.

You will act as the critical bridge between Level 1 and Level 3, coordinating with Product, Level 3 and R&D on technical issues and incidents. You will own and drive our AI initiatives and shift-left strategy, continuously raising the technical capabilities and knowledge of your team. You will also stay closely aligned with new product changes and shifts in the industry - and make sure your team is too.

To thrive in this role, you'll need:

• 5+ years of experience in a leadership role, managing, coaching, and developing a team.
• Hands-on Performance Management experience.
• Relevant experience in technical support, with a strong track record of solving complex, technical issues.
• Experience in auditing and quality assurance (QA).
• Advanced knowledge of SQL, APIs, Kibana, and Grafana.
• Proven ability to mentor and consult engineers through complex technical investigations, and to raise the technical bar of a team.
• Strong troubleshooting and analytical skills, with a structured approach to diagnosing issues and incidents.
• Excellent written and verbal communication skills in English - for technical consultations, training material, and cross-functional coordination.
• Ability to build and maintain strong working relationships with Product, R&D, and other cross-functional teams.
• Experience working with Global Stakeholders.
• A proactive, improvement-driven mindset - comfortable driving initiatives such as shift-left and AI adoption within a support organization.

Bonus points if you have:

• Experience in digital marketing / ad-tech - an advantage.

How you’ll make an impact:

• Manage and lead the Level 2 Advertiser Support team, helping and guiding engineers to solve complex technical issues.
• Provide hands-on technical consultation to team members on challenging cases.
• Act as the bridge between Level 1 to Level 2 & Level 2 to Level 3, ensuring technical issues and incidents are escalated, tracked, and resolved smoothly.
• Coordinate with the Product, R&D and Level 3 Support team on technical issues, bug prioritization, and incidents.
• Manage and lead AI initiatives within the team, driving adoption of AI tools to improve efficiency and support quality.
• Drive shift-left efforts, enabling issues to be resolved earlier and more efficiently at the appropriate support level.
• Enhance the team’s knowledge base and overall technical capabilities through training, mentorship, and knowledge-sharing.
• Stay closely aligned and informed on new product changes and industry shifts, and ensure the team is kept up to date.
• Identify gaps in work methodologies, supportability, or manual work that can be improved through automation or refined processes, and work towards closing them.
• Analyse the data, KPIs and plan actions to improve it further.
• Keep the management informed about any critical ongoing incidents and any issues related to the team’s performance.

Why Taboola?

If you ask Taboolars what they love about working here, they’ll tell you that they’ve been empowered to realize their full potential while growing and learning from and with smart and talented people. They’ll also share more about:

• Leadership & Growth: This is a role that mixes people leadership with advanced technical problem-solving. If you’re looking to grow as a leader while staying close to hands-on technical work, then this is what you’re looking for.
• Innovation: Drive AI initiatives and shift-left efforts while continuously raising the technical capabilities and knowledge of the team.
• Well-being: Enjoy comprehensive benefits, a fully stocked kitchen, and various gym partnerships.
• Flexibility: We offer a hybrid work environment with flexibility to support collaboration and productivity.
• Work with some of the biggest names: Taboola is an active company with a growing portfolio of features and collaborations, working with some of the biggest names in the business.

Ready to realize your potential?

Taboola is an equal opportunity employer and we value diversity in all forms. We are committed to creating an inclusive environment for all employees and believe such an environment is critical for success. Employment is decided on the basis of qualifications, merit, and business need.

Learn more about #TaboolaLife on LinkedIn, Facebook, Instagram, X, YouTube, & the Taboola Life Blog.

About Taboola

Taboola empowers businesses to grow through performance advertising technology that goes beyond search and social and delivers measurable outcomes at scale.

Taboola works with thousands of businesses who advertise directly on Realize, Taboola’s powerful ad platform, reaching approximately 600M daily active users across some of the best publishers in the world. Publishers like NBC News, Yahoo, and OEMs such as Samsung, Xiaomi and others use Taboola’s technology to grow audience and revenue, enabling Realize to offer unique data, specialized algorithms, and unmatched scale.