Technical Success Manager

About EXADS

EXADS is a well-established international ad-tech startup founded in 2013, privately owned and financially stable. With offices in Dublin and Porto and part of the larger EXOGROUP headquartered in Barcelona, EXADS specializes in developing and maintaining its proprietary ad-serving platform and custom infrastructure. This enables rapid innovation and feature deployment in the dynamic online advertising industry, targeting advertisers, publishers, and networks.

Role Overview

We are seeking a Technical Success Manager to act as the critical intermediary between our complex technology and client satisfaction. This role requires making advanced technology more accessible, reducing support workload, and ensuring clients and internal teams get maximum benefit from our platform. You will manage shifting priorities, adhere to SLAs, and resolve issues creatively, often working independently without established instructions.

Key Responsibilities

• Independently investigate and resolve technical challenges with minimal guidance and attempt initial resolution before escalation.
• Analyze and address discrepancies in data, including RTB reporting and impression variations, by collaborating with clients and developers.
• Serve as the primary technical liaison simplifying EXADS' platform for both clients and team members.
• Create and update internal documentation to streamline team operations, and provide constructive feedback on client-facing materials maintained by product teams.
• Support sales efforts with clear communication of technical concepts to clients and internal stakeholders.
• Manage, prioritize, and sometimes directly resolve support tickets while maintaining SLA standards.
• Provide regular updates on critical issues and implement scalable processes to enhance productivity and operational efficiency.
• Engage with development and product teams to request features, report bugs, clarify issues, and ensure prompt client communication.
• Lead client onboarding by configuring new platforms, activating ad formats, payment options, and campaign connections.
• Mentor colleagues to improve their grasp of technical data and platform navigation.
• Confidently lead client meetings with effective diagnostic questioning to pinpoint and resolve problems.
• Develop extensive knowledge of our products, upcoming features, and the ad-network ecosystem to implement solutions effectively.
• Efficiently coordinate with engineering teams by asking pertinent questions to speed problem resolution.

Candidate Profile

• Self-driven with excellent organizational skills and proactive in documentation and learning.
• Technically hands-on; able to engage directly with data layers and technical tools without dependence.
• Experience with Git/version control systems and web technologies (HTML, CSS, JavaScript), including proficiency in using browser developer tools for troubleshooting.
• Confident communicator capable of leading interactions between clients and developers clearly and effectively.
• Strong English language skills for both verbal and written communication, including documentation.
• Bachelor's degree in Computer Science or relevant practical experience.
• Proficiency with Jira, HubSpot, Slack, and GitHub platforms.
• Good understanding of the online advertising landscape.
• Familiarity with API operations and practical knowledge of SQL: comfortable writing and interpreting queries and understanding relational data concepts.
• Solid technical foundation in web tech and a problem-solving mindset able to tackle undocumented issues using available resources including AI tools.

Desirable Skills

• Experience with other ad-serving systems such as Kevel or Google Ad Manager.
• Knowledge and usage of AI tools beyond basic language models, such as Claude Code or Codex.
• Background in delivering technical training or webinars.
• Experience with HubSpot automation and service desk functionalities.
• Contributions to GitHub projects.
• Client support experience on SaaS platforms.
• Coding proficiency.
• Exposure to Real-Time Bidding (RTB) technologies.

Benefits

• Flexible working hours to suit your schedule.
• Private health insurance coverage.
• Remote working arrangement with home office setup budget of 500 Euros.
• Tax incentives including bike to work and public transportation subsidies.
• Paid holiday on your birthday.
• Access to Udemy and other internal/external training programs including EXOGROUP University with up to 1500 Euros training budget and 5 study leave days annually.
• Language courses in Spanish, English, and Portuguese.
• Employee referral bonus of 2500 Euros.
• Subsidized gym membership and co-subsidized lunch catering.
• Vibrant team building events in exciting locations such as Ibiza.
• Calm meditation app subscription.
• Relocation support and critical-skills visa for qualified candidates.
• Company pension scheme.

Additional Information

Applicants’ personal data will be managed by companies in EXOGROUP to consider for present or future positions in compliance with data protection regulations.