2nd Level Support Manager
Pubblicato il 29-08-2026 - ShowHeroes Group in Milano
About us
ShowHeroes is a global leader in CTV and digital video advertising solutions. Through premium publisher partnerships, advanced contextual targeting technology, and innovative creative formats, the company helps brands and publishers build meaningful audience connections across all screens.
Powered by its SemanticHero AI platform, ShowHeroes delivers highly relevant, privacy-conscious advertising, and video solutions at scale. Founded in 2016 and headquartered in Berlin, the company operates internationally across Europe, Latin America, and Asia.
You're the technical problem solver our publisher partners rely on every day.
As a 2nd Level Support Manager, you'll take ownership of technical support requests from start to finish. Whether it's troubleshooting integrations, investigating unexpected behavior, or coordinating with internal teams and external partners, you'll make sure every issue finds the right solution.
You'll work in a highly technical environment where curiosity, analytical thinking, and a hands-on mindset are key. Every day brings new challenges, new technologies, and new opportunities to learn.
What You'll Take Charge Of
- Manage 1st and 2nd level support requests from initial investigation through to resolution.
- Troubleshoot technical issues related to advertising products, integrations, and publisher setups.
- Support publisher partners through our ticketing system.
- Take full ownership of every request, coordinating with Product, Engineering, Key Account Management, or external partners whenever needed until the issue is fully resolved.
- Configure and validate customer setups across multiple systems and tools.
- Contribute to an outstanding support experience through clear communication and a solution-oriented approach.
What We're Looking For
- 1–3 years of experience in technical support or a comparable customer-facing role.
- You're comfortable working in a technical environment and enjoy solving complex problems.
- You have an understanding of HTML and CSS.
- You enjoy investigating technical issues and solving problems
- You're curious, enjoy learning new technologies, and feel comfortable working with multiple software platforms and tools in your daily work.
- You take ownership of your work and stay responsible for a topic until it's fully resolved.
- You're an excellent communicator and collaborate effectively with customers, external partners, and internal teams.
- You communicate confidently in English (B2 or higher). German language skills are highly valued.
- Previous experience in AdTech or programmatic advertising will be considered a strong advantage.
What's In It for You
- A technology and media company with numerous branches worldwide (e.g. Paris, New York, São Paulo, Milan and Berlin)
- Flexible workplace
- A friendly and inclusive culture with equal opportunities for everyone
- A place to grow and take initiative
- One mental health day per year to focus on your well-being
- Team events, winter parties, and more to celebrate our successes together
- Four impact days per year to contribute positively to our environment and society
People at ShowHeroes At ShowHeroes, we are committed to fair and objective decision-making across all stages of the employee lifecycle. This includes recruitment, hiring, promotion, and compensation processes.
We evaluate candidates and employees based on qualifications, performance, and alignment with our company values, regardless of gender, age, origin, religion, or disability.