About the company:

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

📤 Apply now:

Email: [email protected]

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