Technical Success Manager

The Company EXADS is an international ad-tech software start-up. In business since 2013, we're self-sufficient, well-funded and privately owned, with offices in Dublin and Porto, and part of the wider EXOGROUP (headquartered in Barcelona, with an office in Valencia - 200+ people). We actively develop and maintain our own proprietary ad-serving platform and custom-built infrastructure, enabling us to innovate and ship new features quickly in a fast-moving, demanding industry. We're revolutionising online ad-serving for advertisers, publishers and networks alike. Role: As we scale, we need a Technical Success Manager who bridges the gap between our sophisticated technology and our clients' success. You'll make complex technology accessible, reduce support burden, and empower clients and colleagues alike to understand, and get the most from our platform. You'll be expected to manage a dynamic workload, work to SLAs, prioritising effectively, sometimes under pressure, and finding creative solutions. This is a start-up style environment, not a large support function. You'll regularly be handed technical problems, which are not fully documented, often with no established playbook, and be expected to investigate and make a genuine start yourself, using the platform, the tooling and your own judgement, drawing on your relevant experience, before pulling in engineering; we'll support you with a company Claude subscription. You don't need to be a software developer, but this is a hands-on technical role: if you've never touched a query, a console log or version control, it isn't the right fit. If you prefer fully-documented processes and a clear signposted path for everything before you begin, this isn't the role. If a small, fast-moving team where you own problems end-to-end excites you without the fear of making mistakes, you'll thrive. Your responsibilities: - Own, investigate and solve technical problems independently, making decisions with little or no guidance where required, and attempting to resolve issues before escalating (in many cases). - Investigate and resolve data discrepancies, including RTB reporting and impression discrepancies, reasoning about why they arise in the first place and driving them to resolution with clients and developers. - Be the go-to technical point of contact for the team, making EXADS easier for both clients and colleagues to understand. - Author and maintain internal process documentation for the team to follow, and provide critical feedback to Product on existing client-facing documentation (Product owns the client docs; you help make them accurate and clear). - Support the Sales team in winning new business, and relay complex technical concepts clearly to the team, clients and leads.Prioritise, escalate or directly resolve support tickets, working consistently to define SLAs. - Provide visibility and updates on the most important ongoing issues, and establish scalable processes that uplift productivity and efficiency for EXADS and its clients. - Liaise with developers and product to request new features, report bugs, ask questions, document issues accurately and escalate issues where necessary, taking ownership to report back to the client on resolutions. - Assist in setting up and deploying new platforms for clients, including enabling new ad formats, features, payment methods, and connecting campaigns/zones. - Mentor other team members, helping them understand and interpret technical data. - Initiate and lead client calls and video meetings with confidence, asking sharp, leading diagnostic questions of both clients and developers to troubleshoot effectively. - Develop deep, hands-on knowledge of our product lines, roadmap and ad-network platform, commercial and technical, and how to implement changes. - When you do escalate to engineering you ask relevant questions to stakeholders to reduce resolution time. What you bring: - A self-starter mentality with strong organisatio