[Remote] Technical Support Lead (Fully Remote)

Note: The job is a remote job and is open to candidates in USA. sMedia is a digital advertising and SEO provider specializing in helping dealerships boost their sales and grow their market share. They are seeking a highly motivated and proactive Technical Support Lead to serve as the primary technical expert, bridging the gap between ad technology and clients' operational needs while significantly reducing technical escalations and accelerating client implementations. Responsibilities • Act as the senior escalation point for all complex technical tickets, data issues, and implementation roadblocks that current Project/Implementation Managers cannot resolve. • Proactively identify, troubleshoot, and resolve issues related to the core AdTech stack: Validate data integrity, format, and ingestion to ensure advertising accuracy. Expertly manage, implement, and diagnose issues with client-side tracking, including Google Tag Manager, conversion pixels, and audience tags. Ensure the accurate setup and flow of UTM parameters and other tracking logic to correctly measure campaign performance and resolve data discrepancies. • Conduct thorough Root Cause Analysis (RCA) for recurring incidents, translating technical findings into actionable preventative steps for Engineering and Product teams. • Lead the technical execution phase of client onboarding, ensuring rapid and accurate deployment of sMedia's solutions. • Translate highly technical and complex concepts into clear, simple, business-friendly language for non-technical auto dealership clients and internal Account Managers. • Develop and deliver clear, professional client communications, including incident status updates, resolution summaries, and technical explanations of how our products work. • Train and mentor Implementation and Project Management teams to increase their technical proficiency, reducing their reliance on escalation for basic issues. • Own the creation, maintenance, and organization of comprehensive technical documentation, troubleshooting guides, and internal runbooks. • Establish and rigorously enforce technical support and implementation quality standards, ensuring all work is executed with meticulous detail and no shortcuts are ever taken in analysis or resolution. • Ensure every support ticket and incident is completely logged and documented with the problem, steps taken, root cause, and the final solution. Skills • 5 years of hands-on experience in a technical support, Ad Operations, or Technical Account Manager role. Preferably within a SaaS or AdTech environment. • Exceptional Communication: Proven ability to simplify and articulate complex technical concepts for non-technical, business audiences (a non-negotiable requirement). • AdTech Expertise: Deep, practical working knowledge of digital advertising, including campaign tracking, pixel implementation, measurement logic, and troubleshooting on platforms like Google Ads, Microsoft Ads, TikTok Ads, and Meta Ads. • Mandatory Technical Skills: Proven expertise in UTM parameter implementation/validation, website tagging (GTM/pixels), and working with product data feeds or inventory catalogs. • Strong analytical skills with a methodical approach to troubleshooting and an unwavering commitment to Root Cause Analysis. • Experience with support ticketing systems (e.g., Zendesk, Jira) and maintaining technical knowledge base systems. • Proactive & Driven: You are self-directed, take immediate ownership of problems, and relentlessly drive them to completion. • Documentation Obsessed: You view detailed, accurate documentation not as an option, but as a critical part of the solution. • Integrity-Focused: You are committed to thoroughness, ensuring that every fix is a complete, well-documented solution, not a temporary shortcut. • Curiosity: You demonstrate a proactive drive to learn, question, and improve. You not only address the problems and tasks presented to them, but also actively look for opportunities to enhance processes, identify inefficiencies, and drive continuous improvement across the organization. Benefits • Extensive health and dental benefits package (available to Canadian employees) • 15 vacation days annually • 10 paid sick days available annually • Paid day off on your birthday, and one additional 'flex day' per month • Professional development/training built into your work schedule • Ability to make an impact and be part of a team that values feedback and cross-functional collaboration. Company Overview • Online recruitment It was founded in 2011, and is headquartered in Johannesburg, NA - South Africa, ZAF, with a workforce of 11-50 employees. Its website is Apply tot his job