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2nd Level Support Team Leader - Publisher

Taboola, New Delhi

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Team Lead

Publisher Professional Services Organization (2nd level Support) 

Taboola, the world’s largest content recommendation platform, is hiring a Technical Support team Leader to manage our 2nd level Support team in India office. The team provides expert service to Taboola's customers while troubleshooting complex web and backend technology issues. As a Technical Support Manager, you will work with several teams within the company, ensuring all service level agreements and customer satisfaction goals are achieved.

What are some of the things you do on a day-to-day basis?

  • Lead a team of 5 members, 2nd level support engineers, who provide database and web application based technical support to Taboola’s clients 
  • Provide encouragement to engineering team members, identify areas for continued learning and development
  • Manage through data driven approach, Monitor team performance and ensure Service Level Agreements and goals are met
  • Monitor key KPI’s and report on operational  activities including time to resolution, partner satisfaction, efficiency, quality etc
  • Initiate process and workflow improvements
  • Work with Taboola teams across Professional Services, R&D, Sales, and Account Management
  • Be the point person for 2nd level support escalations In India

What are the skills a good TL needs to have? 

  • Proven experience in a Senior Professional Services role - leading a team of varying skill sets
  • 6 or more years of technical support engineering experience, more than 1 year as a Manager or Team Lead
  • Deep knowledge of technical support-related performance indicators and Service Level Agreements (SLA's)
  • Experience managing client escalations
  • Manage hands-on projects and comply with business deadlines
  • Passion for customer service, relationship building, and self learning
  • Experience mentoring, developing, and motivating engineering teams
  • Proficiency in Jira and SalesForce (or other ticketing and CRM systems)
  • Preferably candidates with technical competencies such as HTML,Javascript, SQL

What is Taboola?

Taboola is the world’s leading content discovery platform, serving 360B recommendations to over 1B unique visitors each month on the web’s most innovative publisher sites, including the BBC, Axel Springer, LeFigaro, Evening Standard, NBC, USA Today and more!

Since our inception in 2007, Taboola’s team of ninja-like engineers and digital media experts has built the world’s largest and most advanced discovery platform – or “search engine just the other way around” – that provides more than a billion users each month with personalized recommendations on many of the most innovative and most visited websites on the internet.

Thousands of leading publishers (e.g. India today, Zee, NDTV) and media agencies use Taboola’s innovative technology to increase user engagement, monetize their traffic and distribute content to committed users on the web.

Today there are more than 1,400 Taboolars around the world (and the number is growing) connecting users to content they might like but didn’t know existed. We have offices in New York, Los Angeles, London, Berlin, Paris, Tel Aviv, New Delhi, São Paulo, Shanghai, Tokyo and Bangkok

If this sounds like an interesting opportunity, hit (easy) apply!

All shortlisted candidates will be contacted.

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.

 

About Taboola

What is Taboola: Our Story With an infinite amount of things to read, watch, or listen to surrounding us every day, how do we know where to look first? Taboola’s founder and CEO, Adam Singolda, calls this the “discovery problem.” Search engines may have changed the world by enabling people to find any and all kinds of information. But how can someone discover something new they may like if they don’t already know to look for it? So, what is Taboola? Since our launch in 2007, Taboola’s team of ninja-like engineers and digital media mavens have been building the world’s largest and most advanced discovery platform -- or “search engine in reverse” -- delivering personalized recommendations to over one billion users every month, on many of the web’s most innovative and highly-visited websites. Thousands of leading publishers, marketers, and agencies utilize Taboola’s predictive technology to increase user engagement, monetize their traffic, and distribute their content to engaged audiences across the web. Together, our teams have pioneered a major new marketing channel alongside “search” and “social,” proving that “discovery” can power successful campaigns for companies of all sizes, throughout the customer journey. These days, passionate about bringing “discovery” to more markets around the world, there are over 650 of us “Taboolars” (and growing), connecting people with content they may like but never knew existed, with offices in New York, Los Angeles, London, Tel Aviv, New Delhi, Sao Paulo, Shanghai, Tokyo, and Bangkok.

Want to learn more about Taboola? Visit Taboola's website.