Sr Manager-product Support

**Our Story**

Xandr powers a global marketplace for premium advertising. Our data-enabled technology platform, encompassing Xandr Invest, Xandr Monetize, and Xandr Curate, optimizes return on investment for both buyers and sellers. We champion partnerships to create an open industry alternative solving for the greatest challenges for buyers and sellers, at the intersection of digital and TV.

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 and support us in creating meaningful connections that power the future of advertising.

**The Job**

The Technical Product Support Senior Manager solves complex problems for our customers. They exhibit a passion for troubleshooting and identifying the root cause of a given issue. This role is well suited for a curious individual interested in learning about the digital advertising industry, providing superb customer service, understanding and solving complex problems, and optimizing workflows and processes.

**You Will**
- Deliver post-implementation product support to Xandr customers
- Manage customer support cases daily, which includes verifying cases, analyzing data, isolating and diagnosing the problem, resolving the issue and communicating the resolution to the client
- Deeply understand the Xandr product, as well as external integrations and other open source advertising technology, and how Xandr clients leverage this technology to execute their goals
- Tenaciously troubleshoot product issues and clearly communicate complex technical concepts to internal and external strategic stakeholders
- Help build our Customer Success muscle by developing and building best practices, customer facing assets, and internal training and development resources

**You have**
- Excellent troubleshooting, analytical, problem-solving and collaboration abilities
- Passion for learning new technologies
- 5-7 years of work experience in product or technical support
- 1-2 years of people management experience would be preferred
- Able to proactively achieve goals while being an excellent team player
- Must be fluent in English
- Experience working with web technologies (e.g. HTML, CSS, JavaScript, RESTFUL APIs) and query language (e.g. SQL). (if you don't have all of them, you can learn them at Xandr)

**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

**Our Culture**

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

- Wellness resources and equipment reimbursement to support a remote work environment that keeps our employees connected and happy.
- Opportunities to create meaningful change for our communities and foster diverse talent through employee volunteerism and internal development events.
- Partnerships with organizations that support our commitment to women’s advancement in tech.
- Accommodations for persons with disabilities, both for interviewees and employees. Should you require accommodation, please let us know and we’ll make arrangements.
- Employee groups representing a range of identities and perspectives, which regularly put on programming that supports equity and inclusion through education and community.

What’s unique about Xandr? We asked some of our members around the globe Take a peek at their video responses below.
- Xandr Life
- What’s Unique about Xandr

**Awards**

Several of our products, innovations, and client partnerships have been recognized by esteemed outlets, including AdExchanger, Digiday, The Drum, and ExchangeWire. In 2021, Xandr won a Chair Award in The Drum Awards for Digital Advertising for our work with our clients in Europe. That same year, Cynopsis recognized our products and team with several awards, including “Outstanding Data Solution” (Xandr Curate), “Outstanding New Audience-Based Ad Offering” (Xandr Invest), and “Best AdTech Solution” in their Best of the Best Awards. Xandr EVP and GM Mike Welch was recognized on the Cynopsis It List; in 2020, Cablefax's annual The Faxies awards named Welch Innovator of the Year and the Xandr technology organization Tech Team of the Year.

Women at Xandr have been recognized for STEM and industry leadership by the Diversity Journal, the Stevie Awards, Cynopsis, and AdMonsters. Seven female executives were included in Cynopsis’ list of the top women in media. The company’s dedication to corporate social responsibility was also recognized in Fast Company’s “2020 World Changing Ideas” issue.

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