Technical Support Manager

Yahoo serves as a trusted guide for hundreds of millions of people globally, helping them achieve their goals online through our portfolio of iconic products. For advertisers, Yahoo Advertising offers omnichannel solutions and powerful data to engage with our brands and deliver results.

Summary

This role is for a Technical Support Manager role on the Yahoo DSP Technical Support Team, which reports into the Data Product team. We are a level-2 support team with deep technical knowledge of the Yahoo DSP, able to dig deep into issues and drive to resolution.  We partner with key internal stakeholders to see issues through to completion, have a passion for seeing issues resolved in a timely manner, and the ability to prioritize work from a large input of requests.

This role will be filled by a player-coach, someone who is as comfortable digging deep on technical issues as managing a team and elevating the team members.  This person will play a key role in the Yahoo DSP Technical Support team by handling a wide variety of escalations from the Tier 1 support team, and being a subject manager expert on the Yahoo DSP.  Your technical skills, creativity, and ingenuity will be on the front lines of our offering and will directly impact the success of our business.

As a Technical Support Manager, you should have a passion for technology, problem solving, and superior client service.  You should be able to demonstrate experience successfully working on complex platforms spanning many technologies, providing product expertise for internal teams, working with key clients, and the ability to efficiently handle varied tasks.

Responsibilities

As a Technical Support Manager, you will be a subject matter expert on many features of Yahoo’s DSP platform.  Your technical skills will come into play in many different ways, from helping guide your team when investigating issues to digging on complex issues yourself, troubleshooting platform behavior and issues, extracting and analyzing data from a number of sources, and seeing issues through to resolution.

You are a technical expert with strong leadership and organizational skills who can dive in and immediately add value. Your professional demeanor and highly developed interpersonal and communication skills make you an expert in building relationships and driving cross-functional cooperation with internal teams. You can manage multiple complex issues and priorities and are always ready to hit the ground running.

Management and Individual Contributions:

• Provide immediate and direct supervision of a team of technical support individual contributors distributed between India (primarily) and Ireland

• Assign tasks and set priorities and work schedules for the team

• Review work to ensure task completion, quality and efficiency, and to monitor/report on progress

• Coordinate work activities with other supervisors to improve efficiency

• Train team members on processes and procedures

• Raise the level of the team’s technical abilities by providing guidance and instruction on how to solve problems

• Closely coordinate resources and sets daily priorities to meet operational objectives

• Identify, troubleshoot and resolve day-to-day technical and operational challenges

• Work closely with the Product and Engineering teams on customer escalations and complex technical issues.

• Take ownership of critical issues and communicate as needed with the business teams to keep them aware while also following up with technical teams to help drive resolution.

Skillset and Expertise

• BS in Computer Science or a similar technical field and equivalent experience

• Strong background in user support and familiarity with current web practices and concepts

• Highly skilled at writing complex SQL statements to query data sources and an ability to synthesize the results to draw conclusions

• Experience with real-time application monitoring software such as Splunk or Datadog

• Background in development and troubleshooting.  Skills with at least one programming language (preferably Java) and scripting languages (e.g., Python).

• Strong skills parsing data of various formats (e.g., JSON and CSV)

• Strong skills in client-side development and troubleshooting (primarily HTML and javascript)

• Experienced supporting various web APIs and similar interfaces between multiple technologies, and an ability to troubleshoot all aspects of these flows.

• Advanced written and verbal communication skills, including the ability to effectively communicate complex issues to both technical and non-technical users.

• The drive and ability to pick up new technologies as needed

• Excellent initiative, interpersonal, and problem-solving skills with a strong desire to learn.

• Knowledge of the online advertising industry is a plus

Yahoo is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. Yahoo will consider for employment qualified applicants with criminal histories in a manner consistent with applicable law. Yahoo is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please submit a request via the Accommodation Request Form (www.yahooinc.com/careers/contact-us.html) or call +1.866.772.3182. Requests and calls received for non-disability related issues, such as following up on an application, will not receive a response.

Yahoo has a high degree of flexibility around employee location and hybrid working. In fact, our flexible-hybrid approach to work is one of the things our employees rave about. Most roles don’t require specific regular patterns of in-person office attendance. If you join Yahoo, you may be asked to attend (or travel to attend) on-site work sessions, team-building, or other in-person events. When these occur, you’ll be given notice to make arrangements. 

If you’re curious about how this factors into this role, please discuss with the recruiter.

Currently work for Yahoo? Please apply on our internal career site.