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Information Technology Support Manager

3 months ago

Mountain View, United States Samsung Ads Full time

Senior Technical Support Engineer

Samsung Ads focuses on enabling brands to connect with Samsung audiences across all devices. As an international company, Architects at Samsung work on big complex projects with stakeholders and teams located around the globe.

Our purpose is to deliver unparalleled results for our customers. Samsung Ads uniquely transforms the advertising landscape by using comprehensive data to build the world’s most intelligent connected audience platform. We deliver on Samsung Electronics’ 51-year commitment to excellence through smart, easy, effective advertising solutions to make advanced video advertising work.


As a Tech Support Senior / Lead, you will work closely with the various departments within Samsung Ads to help support all critical business corporate functions. You also have an opportunity to partner with the broader Samsung organization’s IT departments to align on strategy and day to day

This role is a hands on technical support position. You will lead and mentor other support agents across the globe while also being hands on involvement with each ticket that comes through. Technical support knowledge with enterprise SaaS applications is critical for this role.

Key Responsibilities

  • Manage and motivate the support department to provide first class telephone, email and in person support system.
  • Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
  • You will modify and makes minor repairs to computer hardware and SaaS based software systems.
  • Be hands-on working with the team to solve technical challenges, ranging from tier 1 and tier 2 tickets to automation of SaaS applications.
  • Recommends information technology strategies, policies, and procedures by evaluating organization outcomes.
  • Provide mentorship to the team members
  • Stay up to date on industry trends and best practices for tools, technologies and management

Required Skills And Experience

  • 7+ years of industry experience along with a Master’s or PhD degree in Computer Science or related fields such as Statistics, Data Science, Technology, Engineering and Mathematics.
  • A strong understanding of computer hardware and systems (operating systems, business systems, networking, automations)
  • Strong understanding of business systems architecture, design and implementation
  • Experience in leading multiple implementations of business and IT systems in a geographically distributed context
  • Experience handling projects independently and efficiently, collaborating with multiple teams
  • Highly organized and adept at managing priorities and multitasking
  • Ability to navigate through ambiguity in a fast-paced environment
  • Flexibility, collaboration, resourcefulness, and positive attitude are the keys to success in this role
  • Excellent communication and interpersonal skills, with proven ability to take initiative and build strong relationships
  • Bachelors in Computer Science or equivalent experience
  • Fluency in Korean is a plus

If you're interested in joining a growing team building an outstanding, world-class advertising organization with a relentless focus on design and customer experience, you've come to the right place