Director of Support Engineering, OpenX

• 7-10 years of experience in technical support, solutions engineering, or related fields, with at least 3-5 years in leadership (global team management strongly preferred)
• Proven success building and managing support operations in SaaS, AdTech, or cloud environments
• Strong understanding of programmatic advertising, SSP/DSP integrations, and real-time bidding (RTB)
• Excellent leadership, communication, and problem-solving skills with the ability to influence at the executive level
• Familiarity with support and collaboration tools such as Salesforce, Jira, and Confluence

Desirable

• OpenX is seeking an experienced Director of Support Engineering to lead our global support engineering organization
• In this role, you will manage a distributed team of support engineers responsible for ensuring the seamless operation of OpenX’s multi-screen ad technology platforms, with a particular focus on supporting the rapidly growing video and CTV ecosystems
• You will define the strategy for global support, oversee critical incident management, and collaborate closely with Product, Engineering, and Customer Success to deliver best-in-class service to our partners
• This leader will also leverage AI-driven tools and processes to scale support operations, enhance efficiency, and proactively address partner needs
• The role requires strong leadership, operational excellence, and the ability to translate technical complexity into clear, actionable solutions for both internal teams and clients—especially in high-growth areas like video and CTV advertising
• Leadership & Strategy: Define the vision and strategy for Global Support Engineering, scale and develop the team across multiple regions, and serve as a player/coach by balancing strategic leadership with active engagement in day-to-day operations
• Operational Excellence: Own global KPIs such as response and resolution times, client satisfaction, and efficiency. Implement tools, workflows, and knowledge management practices to support scalability
• Customer Advocacy: Represent the voice of the customer within OpenX, ensuring support insights inform product roadmaps and platform improvements. Partner with Customer Success, Solutions Architecture, and Account Management to ensure cohesive client engagement
• Team Development: Recruit, mentor, and retain top talent worldwide while fostering a culture of accountability, continuous learning, and technical excellence

• Effective Date: November 21, 2024