Technical Service Manager- Turkey

D.Engage is a leading SaaS company dedicated to delivering innovative solutions that drive digital engagement and enhance customer experiences. Our team is passionate about technology and committed to fostering an environment where talent can thrive and grow.We are looking for a Technical Service Manager who will be a liaison between customer and technical team. The ideal candidate for this role should be results driven, customer obsessed and love learning!

As a Technical Services Manager, you will play a pivotal role in guiding our clients through complex technical challenges while also influencing the strategic direction of our services. This role is ideal for a technically adept professional with strong leadership potential, who is prepared to take on increasing responsibility and contribute to the long-term growth and success of our team.

Key Responsibilities:

• Technical Expertise & Problem-Solving:
  

• Provide advanced support and solutions for complex technical issues, including SQL queries, API integrations, data imports/exports, campaign creation, and system bugs.
  

• Troubleshoot and resolve issues related to email deliverability, DNS, and integration methods across mobile, web push, and SMS channels.
  

• Client Strategy & Advisory:
  

• Collaborate closely with clients to understand their technical and business needs, providing strategic advice on data strategy, system integrations, and the best use of the D·engage platform.
  

• Serve as a trusted advisor, helping clients to optimize their digital marketing efforts and achieve their business goals.
  

• Cross-Functional Collaboration:
  

• Work with account management and development teams to resolve client issues efficiently, ensuring high levels of client satisfaction and retention.
  

• Provide technical leadership and mentorship to internal teams, fostering a collaborative environment that encourages knowledge sharing and continuous improvement.
  

• Helpdesk & Workflow Management:
  

• Oversee helpdesk workflows, ensuring efficient support ticket handling and maintaining strong client communication.
  

• Develop and implement best practices for troubleshooting and client interactions, enhancing the team's overall efficiency and client service quality.
  

• Leadership & Growth Potential:
  

• Demonstrate strong leadership capabilities, with the ability to guide and influence team members and clients alike.
  

• Show a proactive approach to identifying opportunities for team development and process improvement, positioning yourself as a key contributor to the team’s future success.
  

• Education & Experience:
  

• Bachelor’s degree in Computer Science or a related field.
  

• Hands-on experience with SQL is essential, with a proven track record of writing and optimizing queries in a support environment.
  

• Experience in a SaaS environment is a significant advantage.
  

• Previous experience in a technical support role, preferably within digital marketing or related fields.
  

• Technical Competencies:
  

• Proficiency in JavaScript, website integration, HTML, APIs, and relational database structures.
  

• Knowledge of web and mobile SDKs, with experience in mobile development platforms (Flutter, Cordova, ReactNative, Android, iOS) is highly desirable.
  

• Understanding of email protocols, DNS, and best practices for email deliverability.
  

• Communication & Problem-Solving:
  

• Excellent communication skills, both written and spoken, with the ability to explain complex technical concepts in an understandable way.
  

• Strong problem-solving skills with a creative approach to developing effective solutions for client needs.
  

• Team Collaboration:
  

• A team player with the ability to work effectively in an international, remote team, showing adaptability and a willingness to learn.
  

• Proven ability to work collaboratively with cross-functional teams, contributing to the team’s growth and success.
  

• Competitive salaries
  

• Ability to work remotely (Its a remote job)
  

• Performance-based rewards