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.

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 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.