Head Of Support

If youre online user (and let s be honest who isn t) youve probably run into those annoying intrusive ads that ruin your browsing experience. That s where we come in your digital shield against bad ads.

At GeoEdge we re more than just a cybersecurity company; we re a tightknit team of smart fun and passionate people who love what we do. We protect ad platforms app developers and website owners from malicious ads all in realtime before they cause damage.

As a tenacious bootstrapped startup with over a decade of experience we embrace every challenge because cyber threats never sleep and neither do we!

ABOUT THE JOB

We seek a dynamic Head of Support to lead and elevate our global technical support operations. This role perfectly combines technical expertise strategic leadership and customercentric problemsolving. You will ensure seamless issue resolution optimize support processes and foster crossfunctional collaboration to enhance customer experience.

Beyond managing escalations and troubleshooting complex technical issues you ll be key in streamlining support workflows improving response times and ensuring customer success. Your leadership will directly influence how we support our clients helping them maximize their technology stack and achieve their business goals.

YOUR DAYTODAY

• Lead mentor and develop a highperforming technical support team fostering a culture of learning and excellence.
• Define and optimize support processes best practices and documentation to drive efficiency and scalability.
• Establish and track KPIs metrics and reporting systems to improve performance and customer satisfaction continuously.
• Act as a strategic bridge between Support Product Engineering and Customer Success teams to ensure customer feedback drives meaningful improvements.
• Oversee the support ticketing system ensuring proper prioritization resource allocation and resolution tracking.
• Triage and escalate critical issues directly to R&D while maintaining clear documentation and management updates.
• Develop new tools and solutions to enhance workflows and the customer support experience.
• Improve customer experience by refining response times resolution rates and satisfaction metrics.
• Manage customer integrations proactively identifying solutions to optimize their use of our technology.

Requirements :

• 4 years of experience in Product Support Technical Support or Technical Account Management.
• Proven leadership experience including mentoring and developing highperforming technical teams.
• Strong troubleshooting and analytical skills with a proactive and solutionsoriented mindset.
• Deep expertise in AdTech including programmatic advertising and adserving technologies (mandatory).
• Handson technical experience including former Tier 3 support or QA with proficiency in HTML/JavaScript debugging and troubleshooting.
• Solid understanding of REST APIs and experience with MySQL or similar database frameworks.
• Exceptional communication skills (English written and verbal) with the ability to collaborate across departments and influence key stakeholders.
• Customerfirst mentality ensuring a seamless and efficient support experience.

If you don t meet all of the above that s okay! We believe in hiring people with a passion to learn grow and take on our exciting space. Ready to be the hero our digital world needs

GeoEdge is an Equal Opportunity Employer and does not discriminate on the basis of age race color religion gender sexual orientation gender identity gender expression national origin protected veteran status.

Remote Work :

Yes

Employment Type :

Fulltime