2nd Level Support Manager
Pubblicato il 31-08-2026 - ShowHeroes Group in Italia
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 un