Helpdesk Customer Support - Training Manager

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 equivalents—enough 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. API, Integration & Technical Skills Training Oversight

Own the training function's 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.