Helpdesk Customer Support Training Manager

Qualifications:

Experience

• At least 2 years of professional experience in backend product support ad tech engineering support technical integrations or a related technical operations role.
• Experience in SaaS especially with API-first platforms multi-tenant architectures and platform lifecycle management.
• Proven growth into leadership roles such as team lead training manager or senior technical enablement.
• Strong background in creating or expanding training programs managing trainers and ensuring curriculum quality in technical SaaS or digital advertising environments.

Technical Skills

• SQL & Data Analysis: Demonstrate your expert-level SQL skills mastering multi-table joins window functions CTEs subqueries aggregations and fine-tuning query performance to deliver top-notch results.

• APIs Server-Side Tracking & SDKs: Expertise in mastering RESTful APIs including a deep understanding of HTTP methods authentication techniques like OAuth 2.0 API keys and JWT as well as managing rate limiting error handling pagination and versioning with finesse.

• API Payload Debugging (JSON / XML): Proven expertise in interpreting analyzing and troubleshooting API payloads in both JSON and XML formats skillfully identifying schema violations malformed fields type mismatches and missing parameters.

• Ads Manager Platforms: Demonstrated expertise with Ads Manager platforms such as Meta Business Suite Google Ads TikTok for Business or their equivalentsenough to confidently lead training sessions and manage platform-specific support workflows.

• Conversion Tracking & Attribution: Demonstrate advanced mastery of conversion tracking systems including pixel events server-side events deduplication logic match key strategies and signal quality benchmarks enabling you to confidently lead technical training sessions on these critical topics.

Roles & Responsibilities:

1. Training Program Strategy & Leadership

• Define and own the strategic vision for the Training & Enablement function developing a multi-year learning roadmap that aligns training program design delivery priorities and capability-building investments with organizational growth objectives.

2. Trainer Management & Team Development

• Directly manage and develop a team of Technical Trainers and Instructional Designers setting performance expectations conducting structured reviews and building individual development plans aligned to instructional and technical career paths.

3. Technical Curriculum Architecture & Design Oversight

• Oversee the architecture and quality of all technical training curricula including onboarding programs role-based learning paths advanced technical workshops and refresher training ensuring content is accurate engaging and tied to measurable performance outcomes.

4. Technical Training Delivery & Facilitation Oversight

• Oversee and quality-review the delivery of all technical training programs including new hire onboarding bootcamps API and integration workshops SQL labs conversion tracking deep-dives and Ads Manager platform training.

5. SQL-Driven Learning Analytics & Performance Measurement

• Use expert-level SQL to extract analyze and model training performance data from LMS databases assessment systems and support platforms building the analytical foundation for evidence-based training program decisions.

6. API Integration & Technical Skills Training Oversight

• Own the training functions coverage of API and technical integration topics ensuring curricula on RESTful APIs server-side tracking webhooks and SDK implementations are accurate current and sufficiently hands-on to build real-world competency.