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Senior Frontline Support Engineer - Advertiser

Taboola

Taboola

Customer Service
Gurugram, Haryana, India
Posted on Thursday, May 16, 2024

The job posting for the T1 Senior Support Engineer position at Taboola sounds like an
exciting opportunity for someone with strong communication skills and a dedication to
providing excellent service. As the first point of contact for clients, you'll play a crucial
role in ensuring their needs are met promptly and effectively.


Your responsibilities would include providing support via various channels like chat,
email, and video conference, demonstrating flexibility and adaptability to different
communication mediums. Being service-oriented and prioritizing the client's needs is
key, as is the willingness to continually learn and adapt to new technologies and
methodologies.


Taboola's rapid growth in the internet industry offers an exciting environment for
professional development and career advancement. If you're passionate about
customer service and enjoy working in a dynamic, fast-paced environment, this role
could be an excellent fit for you.
Responsibilities


● A Senior Engineer should possess extensive knowledge and technical expertise
in their domain. They should be able to troubleshoot and resolve complex
technical issues that arise while providing highest level of customer experience


● Serve as the first point of contact for Taboola’s clients.


● Timely response to incoming customer support inquiries via email and support
ticketing system.


● Communicate urgent technical issues internally and externally.


● Troubleshoot technical issues and escalate issues internally as needed.


● Board management and timely Case Assignment.


● Ensure equal workload distribution to the team members.
● Knowledge creation, preservation.
● Handling of cases with a low Customer Health Score.
● Participation in new initiatives to drive success.
● Be responsible for highlighting operational issues to the management and plan to
mitigate them.
● Able to work in different shifts as part of 24/7 operation.

● Handling Incidents and Tragedy in absence of shift leads.
● Provide consultations to engineers and work as a POC for them.
● Ability to manage shifts in absence of Leadership.

Requirements
● Excellent communication skills in English, both verbal and written.
● Open for 24x7 shifts.
● Should have working experience in Technical Support, API and SQL (Adv domain)
● Should have working experience in Technical Support, HTML, CSS, JS and SQL
(Publisher domain)
● Strong multitasking, prioritization skills, and attention to detail
● A motivated team player with a positive attitude and the ability to accept and give
productive feedback
● Ability to stay calm and maintain performance when under pressure.
● Computer skills – experience working on Mac and PC
● Willingness and ability to work in a fast-paced, ever-evolving environment and
learn new technologies


What is Taboola?
Taboola is the world’s leading content discovery platform, serving 360B
recommendations to over 1B unique visitors each month on the web’s most innovative
publisher sites, including the BBC, Axel Springer, LeFigaro, Evening Standard, NBC, USA
Today and more!


Since our inception in 2007, Taboola’s team of ninja-like engineers and digital media
experts has built the world’s largest and most advanced discovery platform – or “search
engine just the other way around” – that provides more than a billion users each month
with personalized recommendations on many of the most innovative and most visited
websites on the internet.


Thousands of leading publishers (e.g. India today, Zee, NDTV) and media agencies use
Taboola’s innovative technology to increase user engagement, monetize their traffic and
distribute content to committed users on the web.
Today there are more than 1,400 Taboolars around the world (and the number is
growing) connecting users to content they might like but didn’t know existed. We have
offices in New York, Los Angeles, London, Berlin, Paris, Tel Aviv, New Delhi, São Paulo,
Shanghai, Tokyo and Bangkok.
If this sounds like an interesting opportunity, hit (easy) apply!