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
Care: your mental and physical health is our priority. We ensure comprehensive company-paid medical insurance, Mental Health programs, as well as financial and legal consultations
Tailored education path: boost your skills and knowledge with our regular internal events (meetups, conferences, workshops), Udemy license, language courses and company-paid certifications
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
Opportunities: we value our specialists and always find the best options for them. Our Internal Mobility Program helps change a project if needed to help you grow, excel professionally and fulfill your potential
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.
Important: Our website uses cookies to personalise content and ads, provide social media features and analyse our traffic. By clicking 'Allow' you agree to use statistics, marketing and preference cookies as further described in our Cookie Policy. Necessary cookies help website performance, you may delete and block all cookies from this site in your browser, however, they are essential to making the site work properly and may affect your experience.
This website uses cookies to improve your experience while you navigate through the website. Out of these, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the ...
Necessary cookies are absolutely essential for the website to function properly. These cookies ensure basic functionalities and security features of the website, anonymously.
Cookie
Duration
Description
cookielawinfo-checkbox-analytics
11 months
This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytics".
cookielawinfo-checkbox-functional
11 months
The cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional".
cookielawinfo-checkbox-necessary
11 months
This cookie is set by GDPR Cookie Consent plugin. The cookies is used to store the user consent for the cookies in the category "Necessary".
cookielawinfo-checkbox-others
11 months
This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Other.
cookielawinfo-checkbox-performance
11 months
This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Performance".
viewed_cookie_policy
11 months
The cookie is set by the GDPR Cookie Consent plugin and is used to store whether or not user has consented to the use of cookies. It does not store any personal data.
Functional cookies help to perform certain functionalities like sharing the content of the website on social media platforms, collect feedbacks, and other third-party features.
Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.
Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc.
Advertisement cookies are used to provide visitors with relevant ads and marketing campaigns. These cookies track visitors across websites and collect information to provide customized ads.