Customer Support

Job Description

Roles & Responsibilities

Training Design & Curriculum Development

• Design and develop comprehensive training materials including slide decks, hand-on labs, guides, and e-learning modules covering ad tech platforms. API integrations, and analytics workflows.
• Build role-based learning paths tailored to audiences such as technical implementation engineers, account managers, and client solution teams.
• Translate complex technical documentation – including API references, SDK guides, and platform architecture diagrams – into accessible, engaging instructional content.
• Maintain and continuously update training content to reflect platform releases, new features, and evolving ad tech industry standards.

Technical Instruction & Facilitation

• Deliver live instructor-led training (ILT) and virtual instructor-led training (vILT) session on topics including SQL-based data analysis, server-side tracking, conversion event setup, and API payload debugging.
• Conduct hands-on workshops and sandbox labs where learners practice reading and debugging JSON/XML payloads, configuring webhooks, and implementing SDKs.
• Facilitate onboarding bootcamps for new technical hires covering full-stack product architecture, backend support workflows, and ad tech fundamentals.
• Present complex concepts – such as attribution models, multi-touch conversion paths, and data pipeline logic with clarity and practical examples.

Technical Support Enablement

• Equip support and integrations teams with deep product knowledge to resolve backend issues, debug API failures, and triage integration errors.
• Create SQL-based training exercises and reference guides to strengthen data querying, reporting, and debugging skills across the organization.
• Develop troubleshooting frameworks and decision trees for common ad tech integration issues, including pixel misfires, tag failures, and attribution discrepancies.
• Partner with Engineering and Product teams to understand new technical capabilities and quickly translate these into training content.

API, Integration & Platform Training

• Train teams on working with RESTful APIs, webhooks, and event-based server-side tracking architecture.
• Guide learners through reading, interpreting, and validating API documentation, request/response schemes, and error codes.
• Teach SDK implementation processes including initialization, event instrumentation, and verification using browser developer tools and server tags.
• Build training modules specific to Ads Manager platforms (e.g., Meta, Google, TikTok, or proprietary equivalents), covering campaign setup, pixel integration, and conversion API configuration.

Analytics & Marketing Performance Training

• Lead training sessions on conversion tracking fundamentals: event schemes, deduplication logic, attribution windows, and measurement methodologies.
• Educate teams and attribution models – including last-click, first-click, linear, time-decay, and data-driven – and how each influences campaign optimization decisions.
• Develop deep-dive content on marketing analytics topics: funnel analysis, incrementality testing, view-through vs click-through attribution, and cross-channel measurement.
• Demonstrate how to use SQL and BI tools to build reports and dashboards for conversion performance, audience segments, and ad effectiveness.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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