3rd Level Technical Support SME



IT, Customer Service
New York, NY, USA
Posted on Tuesday, August 8, 2023

Curious about what it’s like to work at the world’s number 1 discovery platform as a 3rd Level Technical Support Subject Matter Expert (SME)? We’re glad you asked!

What is the key purpose of a 3rd Level Technical Support SME?

As a 3rd Level Technical Support SME on the Professional Services team in NYC, you will be an essential pivotal engineer within the advertiser professional services support group, collaborating with multiple stakeholders including engineering, our customers and their account managers, to resolve technical issues. You will juggle between complex technical case investigations, bug reporting prioritizing and tracking, knowledge retention and training, and operational data analysis. You will lead at least one area of expertise as the highest level of technical escalation and management, owning it end-to-end.

What skills and qualifications do I need?

For this role it is essential that you have:

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
  • Excellent written and verbal skills - technical summaries, training material, emails, face-to-face meetings
  • Service quality awareness and empathy

Nice to haves include:

  • Experience with ad-tech (particularly advertiser side)

What will I be doing on a day-to-day basis?

  • Perform in-depth troubleshooting of the most complex issues in the support group, requiring expert understanding of Taboola features and architecture.
  • Be an escalation point for burning issues within and outside your primary SME area/s.
  • Analyze operational aspects of your SME area/s and expose actionable insights.
  • Mentor and provide consultations to lower level support engineers.
  • Create and provide training and knowledge material - new feature introduction, troubleshooting methodologies and tools, technical summaries and more.
  • 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

Why Taboola?

  • This role mixes advanced technical abilities with interpersonal relationships. If you’re looking to challenge yourself technically, while leading customer interactions, then this is a great fit for you!
  • 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, Fox Sports, NBCU, ESPN, CBS, and E! Online. Our advertiser clients include Wells Fargo, Honda, Pinterest, Expedia and Honda.
  • Taboola NYC offer generous health, medical and dental coverage, 401k matching, a fully-stocked kitchen, and various gym partnerships.

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.