Ad Operations Support Lead (Fully Remote)

sMedia.ca; Toronto; Remote; CAD 70,000 - 90,000; Full time

Job summary

A digital advertising firm in Toronto is seeking a Technical Support Lead to bridge the gap between ad technology and client needs. This role focuses on reducing technical escalations and accelerating client implementations. Ideal candidates will have a strong background in digital advertising technology and exceptional communication skills to effectively translate technical challenges for clients. The position offers a fully remote work opportunity with extensive health benefits and generous vacation days.

Benefits

Fully remote role

Extensive health and dental benefits

15 vacation days annually

10 paid sick days annually

Paid day off on your birthday

Professional development opportunities

Qualifications

• 5 years of experience in a technical support or AdTech role.
• Deep knowledge of digital advertising technology.
• Expertise in UTM parameters and website tagging.

Responsibilities

• Act as the senior escalation point for complex technical tickets.
• Translate complex technical concepts for non-technical clients.
• Own the creation and maintenance of technical documentation.

Skills

Technical expertise in digital advertising

Exceptional communication

Problem-solving skills

Knowledge of AdTech

Analytical skills

Tools

Google Tag Manager

Zendesk

Jira

Job description

sMedia is a digital advertising and SEO provider specializing in helping dealerships boost their sales and grow their market share. We focus on delivering effective, results-driven advertising solutions tailored to each dealership's needs. Our team takes a hands‑on, collaborative approach, working closely with clients to ensure their advertising efforts hit the mark. We value growth, reliability, transparency, and curiosity in our work. We’re committed to helping your dealership thrive with clear, dependable strategies and a genuine interest in understanding and meeting your goals. By partnering with us, dealerships can expect to see improved sales performance and a stronger presence in the market.

Technical Support Lead (AdTech & Implementation Focus)

sMedia is seeking a highly motivated, proactive, and exceptionally skilled Technical Support Lead. This is a critical, hands‑on individual contributor role designed to reduce technical escalations and accelerate client implementations significantly. You will serve as the primary technical expert, bridging the gap between ad technology and our clients' operational needs.

The ideal candidate possesses deep, practical expertise in digital advertising technology, campaign measurement, inventory feeds/catalogs, UTMs, and website tagging. You must excel at translating complex technical challenges into clear, non‑technical language for clients and internal teams. You are a driven problem‑solver, obsessed with documentation, and believe in solving problems thoroughly, without shortcuts.

Key Responsibilities and Accountabilities

• Technical Resolution & Troubleshooting (Driving & Proactive)
• Act as the senior escalation point for all complex technical tickets, data issues, and implementation roadblocks that current Project/Implementation Managers cannot resolve.
• Proactively identify, troubleshoot, and resolve issues related to the core AdTech stack:
  • Inventory Feeds/Catalogs: Validate data integrity, format, and ingestion to ensure advertising accuracy.
  • Website Tagging: Expertly manage, implement, and diagnose issues with client‑side tracking, including Google Tag Manager, conversion pixels, and audience tags.
  • Attribution & Measurement: Ensure the accurate setup and flow of UTM parameters and other tracking logic to correctly measure campaign performance and resolve data discrepancies.
• Conduct thorough Root Cause Analysis (RCA) for recurring incidents, translating technical findings into actionable preventative steps for Engineering and Product teams.
• Lead the technical execution phase of client onboarding, ensuring rapid and accurate deployment of sMedia's solutions.

Communication & Client Education

• Translate highly technical and complex concepts (e.g., API errors, data sync failures, tagging latency) into clear, simple, business‑friendly language for non‑technical auto dealership clients and internal Account Managers.
• Develop and deliver clear, professional client communications, including incident status updates, resolution summaries, and technical explanations of how our products work.
• Train and mentor Implementation and Project Management teams to increase their technical proficiency, reducing their reliance on escalation for basic issues.

Process & Knowledge Management

• Own the creation, maintenance, and organization of comprehensive technical documentation, troubleshooting guides, and internal runbooks.
• Establish and rigorously enforce technical support and implementation quality standards, ensuring all work is executed with meticulous detail and no shortcuts are ever taken in analysis or resolution.
• Ensure every support ticket and incident is completely logged and documented with the problem, steps taken, root cause, and the final solution.

Your Skills & Mindset

• 5 years of hands‑on experience in a technical support, Ad Operations, or Technical Account Manager role. Preferably within a SaaS or AdTech environment.
• Exceptional Communication: Proven ability to simplify and articulate complex technical concepts for non‑technical, business audiences (a non‑negotiable requirement).
• AdTech Expertise: Deep, practical working knowledge of digital advertising, including campaign tracking, pixel implementation, measurement logic, and troubleshooting on platforms like Google Ads, Microsoft Ads, TikTok Ads, and Meta Ads.
• Mandatory Technical Skills: Proven expertise in UTM parameter implementation/validation, website tagging (GTM/pixels), and working with product data feeds or inventory catalogs.
• Strong analytical skills with a methodical approach to troubleshooting and an unwavering commitment to Root Cause Analysis.
• Experience with support ticketing systems (e.g., Zendesk, Jira) and maintaining technical knowledge base systems.

• Proactive & Driven: You are self‑directed, take immediate ownership of problems, and relentlessly drive them to completion.
• Documentation Obsessed: You view detailed, accurate documentation not as an option, but as a critical part of the solution.
• Integrity‑Focused: You are committed to thoroughness, ensuring that every fix is a complete, well‑documented solution, not a temporary shortcut.
• Curiosity: You demonstrate a proactive drive to learn, question, and improve. You not only address the problems and tasks presented to them, but also actively look for opportunities to enhance processes, identify inefficiencies, and drive continuous improvement across the organization.

What You'll Get From Us

• Fully remote role - work from anywhere!
• Extensive health and dental benefits package (available to Canadian employees)
• 15 vacation days annually
• 10 paid sick days available annually
• Paid day off on your birthday, and one additional ‘flex day’ per month
• Professional development/training built into your work schedule
• Ability to make an impact and be part of a team that values feedback and cross‑functional collaboration.