Technical Success Manager

EXOGROUP

10d • Remote

About The Position

As we scale, we need a Technical Success Manager who bridges the gap between our sophisticated technology and our clients' success. You'll make complex technology accessible, reduce support burden, and empower clients and colleagues alike to understand, and get the most from our platform. You'll be expected to manage a dynamic workload, work to SLAs, prioritising effectively, sometimes under pressure, and finding creative solutions. This is a start-up style environment, not a large support function. You'll regularly be handed technical problems, which are not fully documented, often with no established playbook, and be expected to investigate and make a genuine start yourself, using the platform, the tooling and your own judgement, drawing on your relevant experience, before pulling in engineering; we'll support you with a company Claude subscription. You don't need to be a software developer, but this is a hands-on technical role: if you've never touched a query, a console log or version control, it isn't the right fit. If you prefer fully-documented processes and a clear signposted path for everything before you begin, this isn't the role. If a small, fast-moving team where you own problems end-to-end excites you without the fear of making mistakes, you'll thrive.

Requirements

• A self-starter mentality with strong organisation. You proactively keep your own records so tasks are easy to replicate and improve, and you teach yourself what you don't yet know rather than waiting to be shown.
• Comfortable getting hands-on with the technical/data layer. You're not dependent on someone else to interpret it for you.
• Familiarity with Git and version control, and with web technologies (HTML, CSS, JavaScript), including using browser developer tools/console logs to review data and diagnose issues.
• Confidence in communicating with clients and developers alike, leading meetings, asking the right questions, and translating between the two.
• Strong written, spoken and interpersonal communication skills (English), with the ability to produce clear, concise documentation.
• A degree in Computer Science, or equivalent practical experience.
• Ability to communicate across Jira, HubSpot, Slack and GitHub.
• Excellent understanding of the online advertising industry.
• Experience working with APIs and an understanding of how they're called and used.
• Working SQL literacy: you can write, read and interpret queries, understand relational concepts (joins, filters, schema), and modify existing ones with reasoning. You won't need production-grade SQL, but you must be comfortable working in the data layer.
• A solid technical background focused on web technologies, and genuine problem-solving instinct: you make a start on undocumented problems and use the tools available (including AI tooling) to work them out.

Nice To Haves

• Hands-on experience with other ad-serving platforms (e.g. Kevel, Google Ad Manager or similar) is highly desirable.
• Experience with AI models and tooling beyond chatting with LLMs, and familiarity with Claude Code, Codex or similar.
• Experience delivering technical training and webinars.
• Experience configuring HubSpot automations and using HubSpot Service Desk.
• Previous GitHub projects you have worked on or contributed to.
• Experience supporting and communicating with clients on a SaaS online platform.
• Coding experience.
• Experience with RTB technology.

Responsibilities

• Own, investigate and solve technical problems independently, making decisions with little or no guidance where required, and attempting to resolve issues before escalating (in many cases).
• Investigate and resolve data discrepancies, including RTB reporting and impression discrepancies, reasoning about why they arise in the first place and driving them to resolution with clients and developers.
• Be the go-to technical point of contact for the team, making EXADS easier for both clients and colleagues to understand.
• Author and maintain internal process documentation for the team to follow, and provide critical feedback to Product on existing client-facing documentation (Product owns the client docs; you help make them accurate and clear).
• Support the Sales team in winning new business, and relay complex technical concepts clearly to the team, clients and leads.
• Prioritise, escalate or directly resolve support tickets, working consistently to define SLAs.
• Provide visibility and updates on the most important ongoing issues, and establish scalable processes that uplift productivity and efficiency for EXADS and its clients.
• Liaise with developers and product to request new features, report bugs, ask questions, document issues accurately and escalate issues where necessary, taking ownership to report back to the client on resolutions.
• Assist in setting up and deploying new platforms for clients, including enabling new ad formats, features, payment methods, and connecting campaigns/zones.
• Mentor other team members, helping them understand and interpret technical data.
• Initiate and lead client calls and video meetings with confidence, asking sharp, leading diagnostic questions of both clients and developers to troubleshoot effectively.
• Develop deep, hands-on knowledge of our product lines, roadmap and ad-network platform, commercial and technical, and how to implement changes.
• When you do escalate to engineering you ask relevant questions to stakeholders to reduce resolution time.

Benefits

• A position in a young, dynamic, international environment, with permanent training, personal development, ambitious career growth and a competitive salary based on experience.
• Critical-skills visa and relocation package available for the right candidate.
• Flexible start times
• Summer Schedule
• Private health insurance
• Remote work from home
• Home office set up budget of 500 Euros
• Your Birthday off as a paid holiday
• Access to quality trainings through Udemy platform
• Additional internal and external trainings through our EXOGROUP University program
• Up to 1500 Eur of training budget and 5 days of study leave, every year
• Flexible compensation of 500 Euros/year
• Spanish, English, and Portuguese language lessons
• Employee referral program bonus - Earn 2500 Euros by referring someone!
• Subsidized Well-being activites
• Exciting team buildings in locations such as Ibiza
• Calm App subscription
• Office Perks
• Meal card
• Relocation Package

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree