New Delhi

Open Positions

2nd level Senior Technical Support Engineer-Media

Customer Support, New Delhi

Taboola is one of the fastest-growing global tech companies. We engage over 300M online users every month, and deliver more than 5B content recommendations every single day. We are a global company and have offices in NY, London, Tel Aviv, Los angeles, New Delhi and Bangkok.
2nd level Specialists are skilled and technically competent members of Taboola Global Technical Support Team. They provide system and application technical support while ensuring that all service level agreements and customer satisfaction goals are achieved.
The position requires troubleshooting complex web and backend technology issues and excellent communication skills.  The Support Specialist works closely with various teams within the company, including 3rd level, Professional Services teams and the various business units.
 
Responsibilities:

  • Perform in-depth troubleshooting including DB analysis and reading system logs to identify and solve complex support issues that were escalated by 1st level support
  • Manage assigned cases to meet service agreement levels
  • Ongoing support and Top Client case management, while working closely with the Business and Professional Services teams across the company
  • Write technical notes and troubleshooting procedures to be used by the entire support organization
  • Knowledge expert that will serve as the focal point within the team

Requirements:

  • Proven experience with internet technologies including: JavaScript, Google Analytics, SQL, Rest API, API, APK, S2S and Mobile SDK
  • Troubleshooting experience
  • Ability to understand flows and provide creative technical solutions
  • Strong capabilities of building organised processes and structured formal documentations
  • Fluent English and excellent customer facing and communication skills (verbal and written)
  • Ability to comply with tight deadlines
  • Multi-tasking, self-learning, highly motivated and a team player
  • Experience in a technical support position in a multinational organization
  • Media industry background
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HR Manager

Human Resources, New Delhi

Read something interesting online today? There's a good chance it reached you because of our technology.
Taboola is the world's leading content discovery platform, serving 360B recommendations to over 1B unique visitors each month on the web's most innovative publisher sites, including NBC, USA Today, The Weather Channel, Tribune and Fox Sports. 
This role is a 50:50 split between Talent Acquisition and HR, and will be a standalone role supporting a headcount of 70 employees in India. There is a primary focus on recruitment activities in the initial stage as Taboola India is in expansion mode, headcount is target to grow to 100 by the end of 2019. 

  • Support all Taboola HRBPs on all HR related matters in India
    • Managing on-going HR processes - onboarding, compensation and benefits, internal communication, employee engagement and retention, welfare and well-being, coaching and providing consultation to managers 
    • Actively contributing in developing, implementing, maintaining and reviewing company policies rules and regulations in compliance with all applicable employment laws
    • Employee Learning & Development, Drive Mid Year and Annual review completion, identify talent pools and mapping action plan.
    • Employee Relations – managing aspects of employee relations and labor law issues, performance conversations, grievances and disputes handling.
    • Conducting induction, new hire survey and exit interviews, presenting useful insights to Management.
    • Actively involved with the leadership in developing and recommending plans and activities to improve on the current HR systems and process development
    • Manage India payroll with external vendor
    • Benefit Administration which include but not limited to leave, insurance, etc.

Talent Acquisition

  • Drive end to end recruitment for the whole of India market across Sales and Account Management, General and administrative expenses and Professional Services.
  • Manage end to end recruitment processes across APAC
  • Work closely with hiring managers, become their trusted recruitment partner, provide advice and guidance in all aspects of Talent Acquisition and help them build excellent teams
  • Build a robust pipeline of great candidates using a variety of creative channels
  • Conduct interviews - over the phone and in person - and convey your feedback about cultural and personal match to the company, the team and the position
  • Provide an excellent candidate experience

Experience

  • Minimum of 7 years experience in Human Resources/Recruitment
  • Bachelors or Master’s Degree
  • Passionate about People and Driving Changes around Workplace, comfortable to work in a fast paced dynamic environment
  • Able to develop strong relationships and influence a wide range of stakeholders within the organization
  • Maintain knowledge of HR policies, programs, laws and issues
  • Analytical thinker, detail oriented and excellent customer service focus
  • High level of energy, motivation, initiative, and professionalism
  • Strong work ethic and excellent communication skills
  • Fluent in English, other languages are a plus
Apply

Technical Support Team Manager

Customer Support, New Delhi

 
Taboola is widely recognized as the world’s leading content discovery and distribution platform that now serves over 360 billion editorial and video recommendations to over 1 billion unique visitors every month.
 
Publishers, marketers, and agencies leverage Taboola's platform to retain users on their sites, monetize their traffic, and distribute their content to drive high-quality audiences. Taboola's technology analyzes real-time user data (such as geography, device type, referral source, collaborative filtering, and social media trends) to predict the top handful of items a user may want to consume next. Taboola's partners include a wide network of top tier publisher sites, including: MSN, NBC Universal, USA TODAY, Business Insider, Bloomberg and The Weather Channel.
 
Taboola is headquartered in New York City, and also has offices across the globe in Los Angeles, London, Tel Aviv, New Delhi, Bangkok, São Paulo, Shanghai, Beijing, Seoul, Istanbul, and Tokyo.
Taboola is looking for a dedicated, service-savvy leader for its 1st level support team, providing follow-the-sun support to its global body of clients and account managers.  Based in our New York headquarters, the Manager must display an understanding of the needs of a global organization, with dedication to fast-pace, top notch service and constant improvement of knowledge and processes. The Manager will work to constantly improve the 1st level support tools, processes and performance metrics.  The manager will be expected to take a proactive part in shaping Taboola’s client service strategy and providing top-of-the-line service regardless of circumstances and challenges. The position requires a high level of problem-solving skills and the ability to manage and inspire a global team of reps.
Responsibilities:

  • Leading and motivating a world-class technical support team, assisting international customers and business units internally and externally
  • Defining and implementing the procedures and policies to ensure that a high-quality service is delivered to all customers (internal and external) while adhering  to strict SLA’s in a 24x7x365 operational support environment
  • Ensuring a high level of technical knowledge within the Customer Support team members as evidenced through turnaround time of issues and ability of Customer Support to resolve issues independently
  • Analyzing data to identify trends and improve the efficiency of the product and the team
  • Developing, surveying and improving customer satisfaction measurement metrics on an ongoing basis
  • Manage case auditing for the global 1st level teams and work with local leaders and individual reps to insure constant improvement on all fronts
  • Working closely with the Business units  to make sure customer and business expectation and strategy are aligned with support goals
  • Creating a smart, efficient and time conscious escalation system ensuring urgent issues requiring more in-depth knowledge are handled quickly and completely  
  • Creating workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion
  • 10 - 20% international travel 

Requirements:

  • At least 5 years of experience managing in a global 1st level support organization. Experience building 1st level support from the ground up – an advantage 
  • Strong analytical skills, experience driving improvement based on data in Jira and Salesforce - a plus
  • Experience working with  tight deadlines and navigating complex processes in a matrix environment
  • Excellent English communication skills, oral and written, to effectively present information to a wide range of audiences; customers, technical staff, vendors, and senior management
  • Great people management skills and knowledge
  • Ability to multi task without compromising quality
  • Experience providing excellent customer Service experience, in a support team resolving customer issues/requests
  • Fluency in Hindi – an advantage

 
#LI-AM1 

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