Helpdesk Customer Support - Training Manager

<h2>Qualifications:</h2><h2>Experience</h2><ul>
<li>At least 2 years of professional experience in backend product support, ad tech engineering support, technical integrations, or a related technical operations role.</li>
<li>Experience in SaaS, especially with API-first platforms, multi-tenant architectures, and platform lifecycle management.</li>
<li>Proven growth into leadership roles such as team lead, training manager, or senior technical enablement.</li>
<li>Strong background in creating or expanding training programs, managing trainers, and ensuring curriculum quality in technical, SaaS, or digital advertising environments.</li>
</ul><h2>Technical Skills</h2><ul><li>
<strong>SQL &amp; Data Analysis:</strong>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.</li></ul><ul><li>
<strong>APIs, Server-Side Tracking &amp; SDKs:</strong>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.</li></ul><ul><li>
<strong>API Payload Debugging (JSON / XML):</strong>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.</li></ul><ul><li>
<strong>Ads Manager Platforms:</strong>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.</li></ul><ul><li>
<strong>Conversion Tracking &amp; Attribution:</strong>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.</li></ul><h2>Roles &amp; Responsibilities:</h2><h2>1. Training Program Strategy &amp; Leadership</h2><ul><li>Define and own the strategic vision for the Training &amp; Enablement function, developing a multi-year learning roadmap that aligns training program design, delivery priorities, and capability-building investments with organizational growth objectives.</li></ul><h2>2. Trainer Management &amp; Team Development</h2><ul><li>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.</li></ul><h2>3. Technical Curriculum Architecture &amp; Design Oversight</h2><ul><li>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.</li></ul><h2>4. Technical Training Delivery &amp; Facilitation Oversight</h2><ul><li>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.</li></ul><h2>5. SQL-Driven Learning Analytics &amp; Performance Measurement</h2><ul><li>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.</li></ul><h2>6. API, Integration &amp; Technical Skills Training Oversight</h2><ul><li>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.</li></ul>