IT SaaS Support Lead

Samsung Ads focuses on enabling brands to connect with Samsung audiences across all devices. As an international company, Architects at Samsung work on big complex projects with stakeholders and teams located around the globe.

Our purpose is to deliver unparalleled results for our customers. Samsung Ads uniquely transforms the advertising landscape by using comprehensive data to build the world’s most intelligent connected audience platform. We deliver on Samsung Electronics’ 51-year commitment to excellence through smart, easy, effective advertising solutions to make advanced video advertising work.

As an IT SaaS Support Lead, you will play a crucial role in ensuring the technical stability and performance of our SaaS platforms. You will collaborate closely with various departments within Samsung Ads to deliver reliable solutions that support business functions. This role provides the opportunity to contribute to strategic IT initiatives and ensure seamless integration across departments and teams.

You will work with a team of support contractors to design, implement, and maintain critical SaaS infrastructure and business systems. Your expertise will help ensure that we are equipped to meet our technical and business goals with efficient, scalable, and secure systems.

Key Responsibilities

• Implement, maintain, and optimize SaaS infrastructure and systems that support business operations.
• Collaborate with internal teams to understand support requirements and provide solutions tailored to business needs.
• Serve as the highest escalation point to troubleshoot and resolve SaaS system issues in a timely manner, ensuring minimal disruption to operations.
• Monitor the performance and health of SaaS systems and networks, ensuring they meet internal and external standards.
• Contribute to the design and implementation of IT Support SLAs/SLOs and projects, from planning to execution.
• Ensure the security, integrity, and privacy of business data and information systems.
• Support the deployment of business applications, ensuring alignment with SaaS infrastructure.
• Assist in developing technical documentation, guides, and policies for the support team and users.
• Continuously evaluate industry trends and propose new solutions to improve systems and efficiency.

Required Skills And Experience

• A strong understanding of computer hardware, systems, operating systems, networking, and automation.
• Experience with IT infrastructure design, implementation, and management, including business systems and cloud technologies.
• Hands-on experience troubleshooting IT cloud systems in a dynamic, fast-paced environment.
• Strong knowledge of security protocols and best practices for ensuring system integrity and confidentiality.
• Experience managing an IT support team and collaborating with cross-functional teams.
• Highly organized and able to manage multiple priorities and meet deadlines in a fast-moving environment.
• Strong communication skills and the ability to convey technical concepts to non-technical stakeholders.
• A solution-oriented approach to problem-solving with an eye for detail and efficiency.
• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent practical experience).
• If you're interested in joining a growing team building an outstanding, world-class advertising organization with a relentless focus on design and customer experience, you've come to the right place!

Salary Range Pay Transparency: Compensation for this role, for candidates based in New York City, NY is expected to be between Base range: $170,000 ~ $200,000K. Actual pay will be determined considering factors such as relevant skills and experience, and comparison to other employees in the role. Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 6 months), Paid Time Off, Student Loan Program (after 6 months), Wellness Incentives, and many more.