Advertisers 2nd Level Support Team Leader

Taboola; Gurugram District; On-site; INR 4,000,000 - 7,000,000; Full time

Benefits offered by this job

Comprehensive benefits

Fully stocked kitchen

Gym partnerships

Hybrid work environment

Job summary

Taboola is seeking a seasoned leader to head the Level 2 Advertiser Support team in a hybrid setting. You will mentor engineers, handle complex technical investigations, and drive AI adoption to elevate support quality.

You’ll partner with Product and R&D, share best practices, and push continuous improvement across processes and knowledge bases.

Qualifications

• 5+ years in a leadership role with team management.
• Hands-on performance management experience.
• Technical support background with problem-solving track record.
• Experience in auditing and QA processes.
• Advanced knowledge of SQL, APIs, Kibana and Grafana.
• Ability to mentor engineers and raise technical standards.

Responsibilities

• Lead the Level 2 Advertiser Support team and guide engineers on complex issues.
• Provide hands-on technical consultation on challenging cases.
• Coordinate between Level 1/2/3, and cross-functional teams.
• Manage AI initiatives to improve efficiency and support quality.
• Drive shift-left and automation to resolve incidents faster.

Skills

Leadership

Coaching

Performance management

Technical support

QA

SQL

APIs

Kibana

Grafana

Mentoring engineers

Communication in English

Cross-functional collaboration

AI adoption

Tools

SQL

APIs

Kibana

Grafana

Job description

Job Description

Realize your potential by joining the leading performance-driven advertising company!

To Thrive In This Role, You'll Need

• 5+ years of experience in a leadership role, managing, coaching, and developing a team.
• Hands-on Performance Management experience.
• Relevant experience in technical support, with a strong track record of solving complex, technical issues.
• Experience in auditing and quality assurance (QA).
• Advanced knowledge of SQL, APIs, Kibana, and Grafana.
• Proven ability to mentor and consult engineers through complex technical investigations, and to raise the technical bar of a team.
• Strong troubleshooting and analytical skills, with a structured approach to diagnosing issues and incidents.
• Excellent written and verbal communication skills in English — for technical consultations, training material, and cross-functional coordination.
• Ability to build and maintain strong working relationships with Product, R&D, and other cross-functional teams.
• Experience working with Global Stakeholders.
• A proactive, improvement-driven mindset — comfortable driving initiatives such as shift-left and AI adoption within a support organization.

Bonus Points If You Have

• Experience in digital marketing / ad-tech — an advantage.

How You’ll Make An Impact

• Manage and lead the Level 2 Advertiser Support team, helping and guiding engineers to solve complex technical issues.
• Provide hands‑on technical consultation to team members on challenging cases.
• Act as the bridge between Level 1 to Level 2 & Level 2 to Level 3, ensuring technical issues and incidents are escalated, tracked, and resolved smoothly.
• Coordinate with the Product, R&D and Level 3 Support team on technical issues, bug prioritization, and incidents.
• Manage and lead AI initiatives within the team, driving adoption of AI tools to improve efficiency and support quality.
• Drive shift-left efforts, enabling issues to be resolved earlier and more efficiently at the appropriate support level.
• Enhance the team’s knowledge base and overall technical capabilities through training, mentorship, and knowledge-sharing.
• Stay closely aligned and informed on new product changes and industry shifts, and ensure the team is kept up to date.
• Identify gaps in work methodologies, supportability, or manual work that can be improved through automation or refined processes, and work towards closing them.
• Analyse the data, KPIs and plan actions to improve it further.
• Keep the management informed about any critical ongoing incidents and any issues related to the team’s performance.

Why Taboola?

About

• Leadership & Growth: This is a role that mixes people leadership with advanced technical problem-solving. If you’re looking to grow as a leader while staying close to hands‑on technical work, then this is what you’re looking for.
• Innovation: Drive AI initiatives and shift-left efforts while continuously raising the technical capabilities and knowledge of the team.
• Well‑being: Enjoy comprehensive benefits, a fully stocked kitchen, and various gym partnerships.
• Flexibility: We offer a hybrid work environment with flexibility to support collaboration and productivity.
• Work with some of the biggest names: Taboola is an active company with a growing portfolio of features and collaborations, working with some of the biggest names in the business.

Ready to realize your potential?

Taboola is an equal opportunity employer and we value diversity in all forms. We are committed to creating an inclusive environment for all employees and believe such an environment is critical for success. Employment is decided on the basis of qualifications, merit, and business need.

Learn more about #TaboolaLife on LinkedIn, Facebook, Instagram, X, YouTube, & the Taboola Life Blog.

About Taboola

Taboola empowers businesses to grow through performance advertising technology that goes beyond search and social and delivers measurable outcomes at scale.

Taboola works with thousands of businesses who advertise directly on Realize, Taboola’s powerful ad platform, reaching approximately 600M daily active users across some of the best publishers in the world. Publishers like NBC News, Yahoo, and OEMs such as Samsung, Xiaomi and others use Taboola’s technology to grow audience and revenue, enabling Realize to offer unique data, specialized algorithms, and unmatched scale.