Helpdesk Customer Support - Trainer

Qualifications: - Bachelor’s degree in Computer Science, Software Engineering, Information Systems, or a related technical field. - At least 2 years of experience in backend product support, ad tech engineering support, or technical integrations (BPO or SaaS support preferred). - At least 2 years of experience in training and adult learning principles in a BPO environment - Demonstrated expertise in SQL for insightful data analysis and comprehensive reporting. - Hands-on experience with APIs, server-side event tracking, webhooks, and SDKs to enhance functionality. - Proficient in navigating Ads Manager or similar advertising platforms to drive impactful campaigns. - Adept at interpreting and debugging API payloads (JSON/XML) with a strong grasp of technical documentation. - Deep understanding of conversion tracking, attribution models, and marketing analytics to optimize performance. - Outstanding communication and training abilities, fostering effective cross-functional teamwork. Roles & Responsibilities: 1. Training Design & Curriculum Development - Design and develop comprehensive training materials including slide decks, hand-on labs, guides, and e-learning modules covering ad tech platforms. API integrations, and analytics workflows. 2. Technical Instruction & Facilitation - Deliver live instructor-led training (ILT) and virtual instructor-led training (vILT) session on topics including SQL-based data analysis, server-side tracking, conversion event setup, and API payload debugging. 3. Technical Support Enablement - Equip support and integrations teams with deep product knowledge to resolve backend issues, debug API failures, and triage integration errors. 4. API, Integration & Platform Training - Train teams on working with RESTful APIs, webhooks, and event-based server-side tracking architecture. 5. Analytics & Marketing Performance Training - Lead training sessions on conversion tracking fundamentals: event schemes, deduplication logic, attribution windows, and measurement methodologies. 6. Learner Assessment & Performance Measurement - Design and administer knowledge assessments, certification exams, and practical skill evaluations to measure training effectiveness. 7. Cross-Functional Collaboration - Work closely with Product, Engineering, Customer Success, and Revenue Enablement teams to align training programs with product roadmaps and go-top market strategies.