Professional Services Subject Matter Expert
Taboola · Bangkok
Realize your potential by joining the leading performance-driven advertising company!
Curious about what it’s like to work at the world’s number 1 discovery platform as an Advertiser Subject Matter Expert (SME)? We’re glad you asked!
What is the key purpose of an Advertiser Subject Matter Expert (SME)?
You will be an essential pivotal engineer within the advertiser professional services tech solutions group, leading at least one area of expertise as the highest level of technical escalation and management, owning it end-to-end.
You will juggle between:
- Complex technical case investigations.
- Consultation and mentoring to lower levels of support.
- Bug reporting, tracking & prioritizing.
- Knowledge creation, retention and training - including via AI and automations.
- Operational data analysis.
- Ad-hoc activities and projects with our Product and Business stakeholders.
- Long-term relationships.
You will collaborate with multiple stakeholders within the professional services group as well as the engineering group, and our business teams.
What do I need in order to succeed in this role?
For this role it is essential that you have:
- 3+ years of experience in 2nd level support / 1+ years of experience in 3rd level support.
- Advanced technical orientation and understanding - familiarity with architectural design and flows, relations between frontend and backend services, reading code.
- Proficiency in troubleshooting methodologies - web, DB, analytics, APIs/SDKs, logs.
- Ability to analyze operational data and provide actionable insights.
- Project management capabilities - time management, activity tracking, progress and insights reporting.
- Excellent written and verbal skills in English - technical summaries, training material, emails, face-to-face meetings.
- Service quality awareness and empathy.
- AI and automation experience, mainly around support flow automation and knowledge content creation - significant advantage.
Nice to haves include:
- Experience with ad-tech (particularly advertiser side).
- Innovative thinking.
What will I be doing on a day-to-day basis?
- Perform in-depth troubleshooting of the most complex support issues in your SME area/s, requiring expert understanding of Taboola features and architecture.
- Be an escalation point for burning issues within and outside your primary SME area/s.
- Provide assistance and consultation to lower level support teams, as well as other groups that see you as the go-to-person.
- Analyze operational aspects of your SME area/s and share actionable insights with top management. Preferably use AI for faster and higher quality results.
- Create and provide training and knowledge material - new feature introduction, troubleshooting methodologies and tools, technical summaries, courses and quizzes creation. Preferably use AI for faster and higher quality results.
Interact with our NPI (new product introduction) Specialist for logistical aspects related to new features. - Perform periodic meetings with Product and R&D regarding issue prioritization, new features and supportability requirements.
- Cooperate and coordinate with additional groups within professional services, support, sales, account management and more.
- Identify and work to close gaps of knowledge, work methodologies, supportability, processes and opportunities for automation.
- Manage ad-hoc strategic activities and projects related to your area of expertise, outside of technical case handling or content creation.
Why should I take on this role in Taboola?
This is a role that mixes advanced technical abilities with interpersonal relationships.
If you’re looking to challenge yourself technically while leading multiple human interactions, then this is what you’re looking for. In addition, it requires a high level of multitasking, keeping you with a consistent level of interest, offering opportunities to evolve your skills.
Taboola is an active company with a growing portfolio of features and collaborations, working with some of the biggest names in the business.
This keeps us constantly learning, especially with the upcoming integration with Yahoo.
If you ask our employees what they love about Taboola they will tell you that here, they are able to discover their best professional selves, explore where they can grow, and learn from and together with smart and talented people.
We work with some of the biggest names in the business. Our publisher partners include Yahoo, Conde Nast, BuzzFeed, Fox Sports, NBCU, ESPN, CBS, and E! Online. Our advertiser clients include Wells Fargo, Honda, Pinterest, Expedia and Honda.
Sounds good, how do I apply?
It’s easy, submit your CV by clicking the “Apply” button below.
Taboola is an equal opportunity employer and we value diversity in all forms. We are committed to creating an inclusive environment for all employees and believe such an environment is critical for success. Employment is decided on the basis of qualifications, merit, and business need.
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