Technical Operations Manager
Impact tech Inc
Cape Town
1d ago

Our Company :

If you are looking to join a team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world then this is the place for you.

If you have a desire to work in an organisation that is :

  • Passionate about its people
  • Focused on delivering the very best tech to our customers
  • Offering the flexibility to work how and where you are most successful
  • Obsessed with our customer’s success
  • The leading SaaS platform to automate partnerships - affiliate, influencer, technology partners, and more!
  • Entrepreneurial in spirit with a culture that rewards collaboration and curiosity
  • Obsessed with making a difference in business and to the wider community
  • Impact is the global leader in Partnership Automation, working with innovative brands like Ticketmaster, Levi’s, Microsoft, Airbnb, and Uber to help them manage their online affiliate, influencer, brand to brand, and content partnerships.

    The Impact Partnership Cloud covers the full life partnership lifecycle including onboarding, tracking ads and paying partners, recruiting for new partners, data and marketing intelligence, and protection from fraud.

    Founded in 2008, Impact has grown to over 500 employees and ten offices across Europe, the United States, Africa, and Asia so there is plenty of opportunity for growth and advancement.

    Your Role at Impact :

    An exciting opportunity to join the Customer Engineering group at Impact. This position will be responsible for continuous improvement of tech services engineers department productivity.

    This person is an expert at Impact technology and will be tasked to deliver custom engineering and advanced technical support to customers that buy those services, or as determined by the Impact leadership team.

    This position will also work with the technology and customer success teams to identify and analyze data errors to help ensure stability and reliability of the Impact platform.

    This position will be based in Cape Town post Covid-19 and welcomes anyone who is interested in relocating.

    What You'll Do :

  • Responsible for thought leadership within the Technical Services organization.
  • Has exceptional Impact product Knowledge.
  • Oversees the work of the Technical Services engineers.
  • Main contact to provide tech expertise for all technology partnerships and integrations
  • Designing and implementation with strategic prospects / clients integrations and provide value throughout the pre and post sale processes.
  • Lead new product implementations and Proof of Concepts.
  • Build deep client relationships with senior technical and nontechnical individuals internally and externally.
  • Works closely with Impact Product Team.
  • Create and lead process improvement processes across the department, drive exceptional results in all areas within the Customer Engineering team.
  • Being a technical advocate for our VIP customers, working closely with the customer success and business teams.
  • Resolve tickets in the incoming tech services queue.
  • Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, issue resolution and communication.
  • Lead technical integration of new clients as delegated.
  • Acquire as much product knowledge as possible.
  • Provide assistance in technical services internally and externally.
  • Create Dev Jira tickets that address technical issues related to our product.
  • Actively engage with the Product team to give feedback on new features and offer product ideas.
  • Identify and spec out tools / reports that assist the tech troubleshooting process
  • Assist in the creation of technical related help content / documentation that is made available to client base.
  • Serve as a go to person in regards with technical product knowledge for the Client Success team.
  • Provide technical support as needed in the sales process.
  • What You Have :

  • Undergraduate degree in Computer Science, Engineering, Science, Math's or related Science or Commerce discipline
  • 5+ years experience in Integration Support, Sales Engineering, Software Development or related discipline, preferably in an external customer-facing capacity.
  • Solid experience working with, integrating, and troubleshooting Internet products and technologies.
  • Ability to mobilize cross-functional teams and resources.
  • Advanced knowledge of Digital advertising technologies
  • Ability to perform log analysis, including writing SQL queries.
  • Experience in Web application and tool development is preferred.
  • Experience of at least one scripting / programming language (Python, PHP) is preferred.
  • Benefits / Perks :

  • Unlimited PTO policy
  • Take the time off that you need. We are truly committed to a positive work-life balance, recognising that it is important to be happy and fulfilled in both
  • Training & Development
  • Learning the advanced partnership automation products
  • Medical Aid and Provident Fund
  • Group schemes with Discovery & Bonitas for medical aid
  • Group scheme with Momentum for provident fund
  • Stock Options
  • 4-year vesting schedule pending Board approval
  • Internet Allowance
  • Flexible work hours
  • Casual work environment
  • Impact is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, colour, ethnicity, religion, creed, national origin, ancestry, genetics, sex, pregnancy or childbirth, sexual orientation, gender (including gender identity or non-binary or nonconformity and / or status as a trans individual), age, physical or mental disability, citizenship, marital, parental and / or familial status, past, current or prospective service in the uniformed services, or any characteristic protected under applicable law.

    We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.

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