Account: Helpdesk Customer Support


Work location/Set up: Onsite/ Mckinley

Shift Schedule: TBD

HC: 4




Roles & Responsibilities

•Training Design & Curriculum Development

oDesign and develop comprehensive training materials including slide decks, hand-on labs, guides, and e-learning modules covering ad tech platforms. API integrations, and analytics workflows.

oBuild role-based learning paths tailored to audiences such as technical implementation engineers, account managers, and client solution teams.

oTranslate complex technical documentation – including API references, SDK guides, and platform architecture diagrams – into accessible, engaging instructional content.

oMaintain and continuously update training content to reflect platform releases, new features, and evolving ad tech industry standards.


•Technical Instruction & Facilitation

oDeliver live instructor-led training (ILT) and virtual instructor-led training (vILT) session on topics including SQL-based data analysis, server-side tracking, conversion event setup, and API payload debugging.

oConduct hands-on workshops and sandbox labs where learners practice reading and debugging JSON/XML payloads, configuring webhooks, and implementing SDKs.

oFacilitate onboarding bootcamps for new technical hires covering full-stack product architecture, backend support workflows, and ad tech fundamentals.

oPresent complex concepts – such as attribution models, multi-touch conversion paths, and data pipeline logic with clarity and practical examples.


•Technical Support Enablement

oEquip support and integrations teams with deep product knowledge to resolve backend issues, debug API failures, and triage integration errors.

oCreate SQL-based training exercises and reference guides to strengthen data querying, reporting, and debugging skills across the organization.

oDevelop troubleshooting frameworks and decision trees for common ad tech integration issues, including pixel misfires, tag failures, and attribution discrepancies.


•API, Integration & Platform Training

oTrain teams on working with RESTful APIs, webhooks, and event-based server-side tracking architecture.

oGuide learners through reading, interpreting, and validating API documentation, request/response schemes, and error codes.

oTeach SDK implementation processes including initialization, event instrumentation, and verification using browser developer tools and server tags.

oBuild training modules specific to Ads Manager platforms (e.g., Meta, Google, TikTok, or proprietary equivalents), covering campaign setup, pixel integration, and conversion API configuration.


•Analytics & Marketing Performance Training

oLead training sessions on conversion tracking fundamentals: event schemes, deduplication logic, attribution windows, and measurement methodologies.

oEducate teams and attribution models – including last-click, first-click, linear, time-decay, and data-driven – and how each influences campaign optimization decisions.

oDevelop deep-dive content on marketing analytics topics: funnel analysis, incrementality testing, view-through vs click-through attribution, and cross-channel measurement.

•Learner Assessment & Performance Measurement

oDesign and administer knowledge assessments, certification exams, and practical skill evaluations to measure training effectiveness.

oTrack learner progress, identify knowledge gaps, and iterate on training programs based on assessment data, learner feedback, and business outcomes.

Qualifications

•Bachelor’s degree in Computer Science, Software Engineering, Information Systems, or a related technical field.

•2 – 4 years of experience in backend product support, ad tech engineering support, or technical integrations (BPO or SaaS support preferred).

•2 – 4 years of experience in training and adult learning principles in a BPO environment

•Strong SQL expertise for data analysis, debugging, and reporting tasks.

•Proficiency with APIs, server-side event tracking, webhooks, SDK implementation.

•Experience in Ads Manager or similar platforms.

•Ability to read and debug API payloads (JSON/XML) and understand API documentation.

•High expertise on understanding of conversion tracking, attribution models, and marketing analytics.

•Excellent training aptitude and communication skills for cross-functional collaboration with clients, engineering, and product teams.