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Ukraine Remote Support

Technical Support Manager

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Description

Ciklum is looking for a Technical Support Manager to join our team full-time in Ukraine.
We are a custom product engineering company that supports both multinational organizations and scaling startups to solve their most complex business challenges. With a global team of over 4,000 highly skilled developers, consultants, analysts and product owners, we engineer technology that redefines industries and shapes the way people live.

About the role:

As a Technical Support Manager, become a part of a cross-functional development team engineering experiences of tomorrow. We bring light to the dark of advertising by delivering innovative measurement, data, and targeting solutions. We are seeking a Technical Support Manager to lead our Product Support Team, ensuring exceptional technical assistance for our customers and internal teams. 
This role requires a strong technical support background combined with hands-on AdOps experience, as well as leadership skills to manage a team of three experienced support professionals. You will collaborate across departments to enhance support workflows, resolve complex challenges, and contribute to our company's commitment to Brains, Hearts, and Guts – our core values. 

Responsibilities

Team Leadership & Management 

  • Lead, mentor, and develop a team of three support professionals, fostering a collaborative and solution-driven mindset
  • Define best practices and support processes to ensure fast, efficient, and high-quality customer and internal support
  • Promote knowledge-sharing and upskilling within the team, ensuring alignment with Project’s governance principles and corporate identity
  • Implement and maintain structured onboarding and training for new team members, ensuring adherence to best practices in AdTech support and troubleshooting 

Technical Support & Issue Resolution 

  • Act as the primary escalation point for complex technical and operational challenges in audience measurement, data integration, and campaign performance
  • Manage and optimize the technical support process, ensuring fast and effective issue resolution for publishers, advertisers, and internal stakeholders
  • Troubleshoot API integrations, data pipelines, audience segmentation, and measurement discrepancies
  • Collaborate with engineering, data science, and data acquisition teams to address data ingestion, mapping, and platform-related issues

Internal Support for Data Science & Data Acquisition Teams

  • Support the Data Science and Acquisition team(s) in maintaining high data quality, troubleshooting ingestion issues, and ensuring platform compatibility
  • Act as a liaison between support, product management, and engineering, ensuring smooth internal operations and customer support alignment

AdOps & Campaign Optimization

  • Assist customers and internal teams with troubleshooting campaign delivery, targeting accuracy, and ad performance
  • Provide expertise in ad trafficking, bid strategies, and creative rendering, helping optimize campaign execution
  • Offer technical consultation to product teams, ensuring support challenges translate into actionable improvements

Process Optimization & Innovation 

  • Continuously refine support workflows, leveraging automation where possible to enhance efficiency
  • Analyze support trends to proactively improve customer experience and prevent recurring issues
  • Stay ahead of industry trends, regulatory changes, and emerging AdTech technologies to maintain Project’s competitive edge 

Key Challenges:

  • Balancing technical troubleshooting, campaign performance optimization, and leadership responsibilities
  • Helping customers and internal teams transition to first-party data strategies while maintaining targeting precision
  • Ensuring all support processes are efficient, scalable, and GDPR-compliant
  • Leading a growing team while maintaining Project’s strong cultural values

Requirements

  • 5+ years in technical support, product support
  • 2+ years in a leadership or team management role within a technical and AdOps support function
  • Hands-on experience with DSPs, SSPs, DMPs, ad servers, and audience measurement platforms 
  • Proven ability to troubleshoot both technical and operational challenges in AdTech platforms 
  • Experience working with engineering, data science, and product teams to drive product and process improvements
  • Strong knowledge of ad-tech platforms, audience segmentation, and targeting technologies
  • Experience troubleshooting campaign performance, audience measurement discrepancies, and data integrations
  • Familiarity with GDPR, first-party data strategies, and consent management systems
  • Experience with APIs, debugging tools, and data pipelines
  • Basic knowledge of SQL, Python, or scripting languages (a plus but not required)

Personal skills

  • Leadership and mentoring abilities, with a focus on team development
  • Strong analytical and problem-solving skills, with a proactive approach to issue resolution
  • Excellent communication skills, able to engage with both technical and non-technical stakeholders
  • Ability to manage multiple priorities and projects in a fast-paced environment

What's in it for you

  • Growth environment: share your experience and level up your expertise with a community of skilled professionals, locally and globally
  • Own your schedule – you are the one to decide when to start your working day. Just don’t miss your regular team stand-up
  • Global impact: work on large-scale projects that redefine industries with international and fast-growing clients
  • Welcoming environment: feel empowered with a friendly team, open-door policy, informal atmosphere within the company and regular team-building events

About us:
Discover the pros of 20-year global experience! Join one of the largest IT companies in Ukraine, awarded as one of the top 10 employers in Ukraine by Forbes.
Boost your skills and make a difference with cutting-edge projects, skilled colleagues and the latest tech stacks.
Ciklum has been recognised as a veteran-friendly business by the Veteran Hub in Ukraine.
We're committed to creating a welcoming environment for veterans and developing processes that meet their needs. We value the skills and unique perspectives military veterans can bring to our business and are willing to support their transition to civilian life.

Be bold, not bored!

Experiences of tomorrow. Engineered together

Interested already?

We would love to get to know you! Submit your application. Can’t wait to see you at Ciklum.

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