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Senior Manager, Technical Support

Toronto, Canada

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Our Story

Xandr is a technology platform powering one of the largest global Advanced TV and Video advertising marketplaces in the industry. For more than a decade, our data insights, premium content, powerful technology, and scaled direct-to-consumer distribution have given us a competitive edge — leading us to improving advertising for all brands, publishers, and consumers.

How do we do this? With talented, passionate people like you! We bring together people from diverse backgrounds and give them an opportunity to bring their ideas to life. Join our community to Make Advertising Better!

The Job

The Senior Manager, Technical Support is responsible for engaging with cross-functional internal partners to assist in the customer support that will enable our customers to be successful through our enterprise software platform. This entails investigating client issues, escalating bugs, project managing, root cause analysis, trend analysis, and assistance as needed in supporting our clients so that they achieve their objectives and capitalize on the vast capabilities of our Xandr platform. This is an individual contributor role but will require someone with excellent communication and collaboration skills.

The Team
Customer Support is a diverse group of problem solvers with boundless technical curiosity. Together, we build trusted client partnerships that produce mutual wins through spirited collaboration, intrinsic empathy, and a readiness to challenge the status quo. We look for people who are consultative, analytical, technically minded, and passionate about helping others. Our team implements and supports customers on the Xandr platform, obsesses about making them massively successful, and strategizes to help them achieve their goals. Real-time advertising can fundamentally transform our clients’ businesses, and we bring it to life for them.

You Will

  • Become a product and domain expert, and share that expertise with customers
  • Lead regular team meetings to engage employees and boost their knowledge of our customers, industry and technology
  • Work closely with our cross-functional partners to share insights, trends, and improve alignment
  • Tenaciously troubleshoot product issues and provide feedback to Product Management
  • Help build and improve team best practices, customer facing documentation, and internal resources

You Have

  • 3-5 years of work experience in a client facing, or support role
  • 1-2 years of people management experience
  • Programmatic or Media Planning experience preferred
  • Passionate about working in a fast-paced and dynamic environment
  • Excellent troubleshooting, analytical, and problem-solving abilities
  • Desire to collaborate cross-functionally
  • Outstanding communication, presentation and organizational skills; process-oriented, yet entrepreneurial
  • Proficiency with data analysis and manipulation in Excel
  • Must be fluent in English
  • Experience working with web technologies (e.g. HTML, CSS, JavaScript, RESTFUL APIs) and query language (e.g. SQL)

Our Perks

  • Comprehensive healthcare coverage
  • Flexible time off including volunteer days, vacation, and holidays
  • Professional development resources and education reimbursement
  • Paid parental leave
  • Fitness reimbursement
  • AT&T internet/phone
  • 401k with company match

Our Culture

Xandr strives to foster a diverse, inclusive and engaging work environment. Our inclusivity in action includes:

  • Staying connected and embracing this new normal as we work from home - we may be social distancing but we're #InsideTogether
  • Creating meaningful change for our communities and pathways for future generations of diverse talent through our employee volunteerism efforts
  • Sharing insight and stories on what it’s really like to work here
  • Partnering with organizations to support our commitment to women’s advancement in tech
  • Providing accommodations for persons with disabilities, both for interviewees and for employees. Should you require an accommodation, please let us know and we’ll make arrangements


Awards

Xandr, its products and its executives have received several prestigious awards. In 2020 alone, Cablefax's annual The Faxies awards named Xandr’s EVP and GM Innovator of the Year and the Xandr technology organization Tech Team of the Year. In the same year, seven female executives were included in the Cynopsis list of Top Women in Media, and several of its products, innovations and client partnerships were recognized by esteemed outlets globally, including AdExchanger, Digiday, The Drum, ExchangeWire and Cynopsis. Concurrently, the company’s dedication to corporate social responsibility was recognized in Fast Company’s 2020 World Changing Ideas issue. Xandr was also included on Business Insider's Hottest AdTech Companies list in 2019 and 2018. 

Xandr is an equal opportunity employer. Qualified candidates will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.

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Job ID 2204846X Date posted 01/14/2022

Benefits

  • Family Policies Family Policies
  • Employee Assistance Program & Wellness Employee Assistance Program & Wellness
  • Travel Insurance Travel Insurance
  • Paid Time Off Paid Time Off
  • Family Lunch Family Lunch
  • Tuition Aid Program Tuition Aid Program
Career Areas

#XandrLife

#XandrLife means we’re creating an incredible experience for our people, too. Learn more about what makes our culture and career opportunities distinctive.

Life at Xandr
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