Senior Technical Support Specialist

1 month ago


Gurgaon, Haryana, India Taboola Full time
Job Title: 3rd Level Technical Support SME

About the Role:

We are seeking a highly skilled and experienced 3rd Level Technical Support Subject Matter Expert (SME) to join our team at Taboola. As a key member of our advertiser professional services support group, you will be responsible for providing expert technical support and guidance to our customers and internal stakeholders.

Key Responsibilities:

  • Perform in-depth troubleshooting of complex technical issues, requiring expert understanding of Taboola features and architecture.
  • Act as an escalation point for burning issues within and outside your primary SME area.
  • Analyze operational aspects of your SME area and provide actionable insights.
  • Mentor and provide consultations to lower-level support engineers.
  • Create and provide training and knowledge material to the support group and beyond.
  • Collaborate with Product and R&D regarding issue prioritization, new features, and supportability requirements.
  • Identify gaps in work methodologies, supportability, or manual work that can be improved by automation or refined processes.

Requirements:

  • 3+ years of experience in 2nd level support or 1+ years of experience in 3rd level support.
  • Advanced technical orientation and understanding, including familiarity with architectural design and flows.
  • Proficiency in troubleshooting methodologies, including web, DB, analytics, APIs/SDKs, and logs.
  • Ability to analyze operational data and provide actionable insights.
  • Excellent written and verbal skills in English.
  • Service quality awareness and empathy.

What We Offer:

As a 3rd Level Technical Support SME at Taboola, you will have the opportunity to work with a growing portfolio of features and collaborations, working with some of the biggest names in the business. You will be part of a dynamic and supportive team, with excellent people working in great facilities with a positive and productive approach towards each other and their work.



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