Support Delivery Lead, Ads

Responsibilities

• Build and lead a team of top technical and troubleshooting experts; act as the last line of defense before core Engineering.
• Partner with engineering and customer teams to build systems for resolving escalated issues; engage with senior leaders and coordinate cross-team resources.
• Operationalize learnings from customer issues at scale: iterate on internal processes, influence product roadmaps with Engineering/Go-To-Market partners, and improve customer experience.
• Manage team scaling and operations to deliver 24x7 global coverage, including holidays and weekends.
• Build strong relationships with strategic customers to ensure application success.
• Assist broadly across the organization beyond the core team remit.
• Contribute to the broader Support leadership team, building across the organization.

Requirements

• Strong background in Ads support and Ads technology, with technical depth to lead troubleshooting of complex customer integrations and production issues at scale.
• 15+ years of experience in technical support engineering or software engineering.
• 10+ years of experience leading technical support engineering or software engineering teams, ideally in high-scale or fast-paced environments.
• Experience leading highly skilled engineering teams; comfortable empowering senior ICs while setting clear technical and operational direction.
• Deep technical experience in application development or infrastructure, with strong instinct for operational systems and customer reliability.
• Proven ability to influence engineering and product roadmaps through support-driven insights.
• Automation-first approach with track record of implementing tooling or processes that scale support impact through AI and systems thinking.
• Thrive in ambiguous environments; balance strategic leadership with willingness to dive into technical details.
• Energized by customer impact; excel at building trust with strategic accounts during critical issues.
• Mission-driven, collaborative, with high integrity and humility.

Nice-to-Haves

• Experience in high-scale or fast-paced environments.