Director, Support Engineering

Company at a Glance OpenX is focused on unleashing the full economic potential of digital media companies. We do this by making digital advertising markets and technologies that are designed to deliver optimal value to publishers and advertisers on every ad served across all screens. At OpenX, we have built a team that is uniquely experienced in designing and operating high-scale ad marketplaces, and we are constantly on the lookout for thoughtful, creative executors who are as fascinated as we are about finding new ways to apply a blend of market design, technical innovation, operational excellence, and empathetic partner service to the frontiers of digital advertising.

Job Description

• OpenX is seeking an experienced Director of Support Engineering to lead our global support engineering organization. In this role, you will manage a distributed team of support engineers responsible for ensuring the seamless operation of OpenX’s multi-screen ad technology platforms, with a particular focus on supporting the rapidly growing video and CTV ecosystems. You will define the strategy for global support, oversee critical incident management, and collaborate closely with Product, Engineering, and Customer Success to deliver best-in-class service to our partners.
• This leader will also leverage AI-driven tools and processes to scale support operations, enhance efficiency, and proactively address partner needs. The role requires strong leadership, operational excellence, and the ability to translate technical complexity into clear, actionable solutions for both internal teams and clients—especially in high-growth areas like video and CTV advertising.

Key Responsibilities

• Leadership & Strategy: Define the vision and strategy for Global Support Engineering, scale and develop the team across multiple regions, and serve as a player/coach by balancing strategic leadership with active engagement in day-to-day operations.
• Operational Excellence: Own global KPIs such as response and resolution times, client satisfaction, and efficiency. Implement tools, workflows, and knowledge management practices to support scalability.
• Customer Advocacy: Represent the voice of the customer within OpenX, ensuring support insights inform product roadmaps and platform improvements. Partner with Customer Success, Solutions Architecture, and Account Management to ensure cohesive client engagement.
• Team Development: Recruit, mentor, and retain top talent worldwide while fostering a culture of accountability, continuous learning, and technical excellence.

Qualifications

• 7-10 years of experience in technical support, solutions engineering, or related fields, with at least 3-5 years in leadership (global team management strongly preferred).
• Proven success building and managing support operations in SaaS, AdTech, or cloud environments.
• Strong understanding of programmatic advertising, SSP/DSP integrations, and real-time bidding (RTB).
• Excellent leadership, communication, and problem-solving skills with the ability to influence at the executive level.
• Familiarity with support and collaboration tools such as Salesforce, Jira, and Confluence.
• Preferred Skils
• Background in AdTech or digital advertising, with a strong understanding of industry technologies and trends.
• Expertise in web technologies including XML/XSLT, HTML, JavaScript, SSL, and networking protocols, with strong troubleshooting skills.
• SQL knowledge is key
• Deep knowledge of video advertising technologies and standards, including VAST, VPAID, and related protocols, with hands-on experience supporting video and CTV integrations at scale.
• Experience applying AI and machine learning to support workflows, including automated incident classification, anomaly detection, and predictive analytics to drive proactive support.
• Familiarity with AI-powered tools (chatbots, knowledge search, large language models) to enhance customer and internal support experiences.
• Success leading distributed/global teams and driving operational innovation.
• Strong communicator able to simplify technical concepts for diverse audiences.

Pursuant to any state, local ordinance, or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation. OpenX is committed to fair and equitable compensation practices. For all applicants, the base salary range is noted above, per year + bonus + equity + benefits. A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, and certifications. A summary of our benefits, which include medical, dental, vision, 401k, equity and more, can be viewed here: https://www.openx.com/company/careers/ A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, and certifications. OpenX VALUES Our five company values form a solid bedrock serving to define us as a group and guide the company. Our values remind us that how we do things often matters as much as what we do. WE ARE ONE We are one team. There are no exceptions. We are a group of strong and diverse individuals unified by a shared mission. We embrace challenges and win together as a team. We respect and care about our colleagues and cultivate an inclusive culture WE ARE CUSTOMER CENTRIC We innovate on behalf of our customers. We understand, respect, and listen carefully to our customers. We build great products to solve our customers’ problems. We manage our customers’ expectations clearly and honestly. We are a trusted partner to all of our customers - we act with integrity at all times. We care. OPENX IS OURS We are all owners of OpenX We all have a voice to improve OpenX We stake our personal and professional reputations on the excellence of our work We are not interested in just "doing our jobs"; we take ownership to drive results WE ARE AN OPEN BOOK We understand and respect what each of us does. We are eager to teach and share what we know with others, both internally and externally. We are eager to learn from others and we ask questions internally and externally. WE EVOLVE FAST We take responsible risks and own and learn from our mistakes. We recognize and repeat success. We actively seek out and provide constructive feedback. We adapt quickly and embrace change. We tackle growth and learning with real urgency. We are endlessly curious. OpenX TRAITS Our three traits capture what makes a great team member at OpenX. HUMBLE Ideal team players are humble and demonstrate integrity. They put the team's success above their own, share credit generously, and value collective achievements. They are self-assured, open to coaching, and committed to continuous learning. DRIVEN Ideal team players are results-driven and motivated. They are curious, always seeking more to do, learn, and take on. As proactive problem-solvers, they take initiative without needing external motivation. They continuously think about the next steps and opportunities for improvement. SMART Ideal team players are smart and possess the intellectual acumen to understand the complexities of our organization and industry. They are interpersonally intelligent, good communicators, and exemplify sound judgment in their interactions across the company to foster a collaborative environment. OpenX is committed to equal employment opportunities. It is a fundamental principle at OpenX not to discriminate against employees or applicants for employment on any legally-recognized basis including, but not limited to: age, race, creed, color, religion, national origin, sexual orientation, sex, disability, predisposing genetic characteristics, genetic information, military or veteran status, marital status, gender identity/transgender status, pregnancy, childbirth or related medical condition, and other protected characteristic as established by law. OpenX Applicant Privacy Policy Applicants can review our Applicant Privacy Policy at any time by visiting the following link: https://www.openx.com/privacy-center/applicant-privacy-policy/. Effective Date: November 21, 2024