Director, Support Engineering

OpenX

73d • $163,750 - $192,600

About The Position

OpenX is seeking an experienced Director of Support Engineering to lead our global support engineering organization. In this role, you will manage a distributed team of support engineers responsible for ensuring the seamless operation of OpenX’s multi-screen ad technology platforms, with a particular focus on supporting the rapidly growing video and CTV ecosystems. You will define the strategy for global support, oversee critical incident management, and collaborate closely with Product, Engineering, and Customer Success to deliver best-in-class service to our partners. This leader will also leverage AI-driven tools and processes to scale support operations, enhance efficiency, and proactively address partner needs. The role requires strong leadership, operational excellence, and the ability to translate technical complexity into clear, actionable solutions for both internal teams and clients—especially in high-growth areas like video and CTV advertising.

Requirements

• 7-10 years of experience in technical support, solutions engineering, or related fields, with at least 3-5 years in leadership (global team management strongly preferred).
• Proven success building and managing support operations in SaaS, AdTech, or cloud environments.
• Strong understanding of programmatic advertising, SSP/DSP integrations, and real-time bidding (RTB).
• Excellent leadership, communication, and problem-solving skills with the ability to influence at the executive level.
• Familiarity with support and collaboration tools such as Salesforce, Jira, and Confluence.

Nice To Haves

• Background in AdTech or digital advertising, with a strong understanding of industry technologies and trends.
• Expertise in web technologies including XML/XSLT, HTML, JavaScript, SSL, and networking protocols, with strong troubleshooting skills.
• Deep knowledge of video advertising technologies and standards, including VAST, VPAID, and related protocols, with hands-on experience supporting video and CTV integrations at scale.
• Experience applying AI and machine learning to support workflows, including automated incident classification, anomaly detection, and predictive analytics to drive proactive support.
• Familiarity with AI-powered tools (chatbots, knowledge search, large language models) to enhance customer and internal support experiences.
• Success leading distributed/global teams and driving operational innovation.
• Strong communicator able to simplify technical concepts for diverse audiences.

Responsibilities

• Define the vision and strategy for Global Support Engineering, scale and develop the team across multiple regions, and serve as a player/coach by balancing strategic leadership with active engagement in day-to-day operations.
• Own global KPIs such as response and resolution times, client satisfaction, and efficiency. Implement tools, workflows, and knowledge management practices to support scalability.
• Represent the voice of the customer within OpenX, ensuring support insights inform product roadmaps and platform improvements. Partner with Customer Success, Solutions Architecture, and Account Management to ensure cohesive client engagement.
• Recruit, mentor, and retain top talent worldwide while fostering a culture of accountability, continuous learning, and technical excellence.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401k
• Equity

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 251-500 employees