Technical Support Team Lead

The opportunity
We’re looking for a highly skilled and motivated Technical Support Team Lead to join us at Aura, Unity. Our Technical Support team provides essential technical support and handles production incidents. As the Technical Support Team Lead, you will lead the support team, address production incidents, and develop and implement internal processes and workflows to ensure seamless support service delivery. You will collaborate with cross-functional teams such as Business, Data, Product, and R&D, playing a vital role in resolving technical issues and making a significant impact on the success of our products.

What you'll be doing

• Lead the Technical Support team, providing mentorship and professional guidance.
• Collaborate with cross-functional teams such as Business, Data, Product, and R&D to monitor and resolve issues.
• Provide hands-on support and leadership in troubleshooting and investigating technical incidents.
• Oversee the team's daily operations, training and knowledge sharing, prioritize tasks, and act as focal point during escalations.
• Establish work procedures and processes to drive continuous improvement and ensure exceptional customer satisfaction.

What we're looking for

• Demonstrated experience as a technical support engineer (tier 2 or tier 3) with managerial experience in a fast-paced organization.
• Strong analytical skills and SQL knowledge with experience querying complex data sets.
• Highly motivated individual with a positive attitude and a commitment to excellent service.
• Ability to work hands-on alongside the team to research, diagnose, and resolve technical issues while effectively managing and prioritizing multiple customer issues.
• Excellent verbal and written communication skills in both English and Hebrew, coupled with outstanding interpersonal skills.

You might also have

• Familiarity with Android environment.
• Experience within an AdTech company

Additional information

• Relocation support is not available for this position.
• Work visa/immigration sponsorship is not available for this position

Life at Unity
Unity [NYSE: U] is the world's leading platform of tools for creators to build and grow real-time games, apps, and experiences across multiple platforms. Creators, ranging from game developers to artists, architects, automotive designers, infrastructure experts, filmmakers, and more, use Unity to bring their imaginations to life across multiple platforms, from mobile, PC, and console, to spatial computing.

As of the fourth quarter of 2023, more than 69% of the top 1,000 mobile games are made with Unity as derived from a blended number of the top 1,000 games in the Google Play Store and iOS App Store. In 2023, Made with Unity applications had an average of 3.7 billion downloads per month. For more information, please visit Unity.

Unity is a proud equal opportunity employer. We are committed to fostering an inclusive, innovative environment and celebrate our employees across age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. Our differences are strengths that enable us to support the growing and evolving needs of our customers, partners, and collaborators. If there are preparations or accommodations we can make to help ensure you have a comfortable and positive interview experience, please fill out this form to let us know.

This position requires the incumbent to have a sufficient knowledge of English to have professional verbal and written exchanges in this language since the performance of the duties related to this position requires frequent and regular communication with colleagues and partners located worldwide and whose common language is English.

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