Technical Support Lead

About the role

Infillion is looking for a client‑facing Technical Support Lead to join its Catalina CR team in San José. You will become the subject‑matter expert on the Infillion Platform and related ad‑tech solutions, ensuring smooth campaign setup, troubleshooting, and issue resolution for high‑volume online advertising operations.

Key responsibilities

• Provide first‑line (Level 1 & 2) support for platform and campaign issues, meeting SLA targets.
• Collaborate with internal product and engineering teams to develop automated solutions that improve client trafficking and internal processes.
• Create, maintain, and update technical documentation, bidder guides, and activation procedures.
• Conduct integration testing, partner and third‑party product testing, and proactive technical monitoring.
• Manage critical incidents, oversee customer onboarding from a technical perspective, and drive continuous improvement of support tools.

Required profile

• Bachelor’s degree in a quantitative field (e.g., computer science, mathematics, economics, statistics).
• 3–4 years of experience managing online advertising campaign setup, quality assurance, troubleshooting, and resolution.
• Strong analytical mindset with excellent problem‑solving abilities.

Required skills

• Deep understanding of RTB, DSP, DMP, SSP and dynamic ad‑serving fundamentals.
• Advanced troubleshooting and incident management skills.
• Experience with integration testing and technical documentation.
• Familiarity with proactive monitoring and building internal support tools.

What we offer

• Opportunity to work with cutting‑edge ad‑tech products handling millions of transactions per hour.
• Collaborative environment focused on continuous process improvement and customer satisfaction.