As a Support Engineering Manager at Koddi, you will lead advanced technical support for our advertising business, ensuring the delivery of best in class customer experiences. This hands on role requires balancing the demands of production support for Koddi Ads products, exhibiting cross-functional leadership, and managing a dynamic team. You will play a crucial role in shaping our support strategies for major customers, staying ahead of emerging technologies, and collaborating with key partners to drive product and process improvements.
What You Will Do
Work with cloud technologies such as Amazon Web Services(AWS), Azure and have knowledge of modern, distributed, concurrent programming principles
Deploy and maintain servers, monitor server logs and troubleshoot high level networking issues
Automate daily/weekly processes
Lead and mentor a team of support engineers, providing guidance, coaching, and support to foster their professional growth and development.
Work seamlessly with a global team to provide impeccable service to our clients
Manage cloud services logs, deploy docker containers on Elastic Cloud Services and have deep database knowledge that improves scalability and usability
Experience supporting large-scale high-availability systems in a production environment
Engage with internal teams to triage and resolve technical issues
Identify and escalate critical system issues to engineering leadership
Understands team structure needs and actively solicits and uses customer/partner feedback to be more strategic about building the team.
Regularly assess team members' progress and provide timely feedback and coaching.
Encourage open and honest communication among team members, promoting a culture of trust, transparency, and collaboration Who You Are
You have experience building and managing effective teams in an Agile/Scrum environment
5+ years of experience in hiring, building, and supervising high performance teams
4+years of experience programming/scripting (Java or C++, Perl, Python or shell scripting)
4+ years of experience working with databases and writing complex queries
4+ years of experience with AWS(Amazon Web Services) or similar cloud technologies
In-depth understanding of monitoring and reporting support metrics
Have an ability to automate processes and workflows
Expertise in owning and scaling support operations with process development, escalation protocols
Competence with logical and technical problem solving, with good organizational skills
Git/Github experience is a plus
Able to conduct complex, important work under minimal supervision and with wide latitude for independent judgment
Familiar with Jira and Confluence
Large scale distributed programs/systems Additional Information
Koddi is a global technology company with software and services that help top digital marketplaces effectively monetize their first-party audiences through industry-leading commerce media technology and strategy. Our enterprise platforms leverage first-party data to drive marketplace revenue and profit by improving user experience and target shoppers throughout the purchase path. Koddi’s platforms enable any advertiser, any marketplace, in any industry to increase awareness, generate demand, and drive revenue.
