Triage Specialist

Our client in London is seeking a Triage Specialist for a 6 month hybrid role (3 days in office, 2 days remote)

The main function of a Triage Specialist is to investigate the product quality of Ads/Commerce products and provide technical resolution to Customer/Sales.

Investigation and Troubleshooting:

• Lead end-to-end investigation of the most complex, high-impact, and cross-product customer issues related to Ads, Commerce, and Creator products
• Perform advanced data analysis, log interpretation, and systems-level debugging to identify root causes and systemic patterns
• Troubleshoot complex technical issues involving Meta Advertising & Business technologies and ecosystem (e.g., Graph API, Ads Manager, Conversions API, Meta SDK, Meta Pixel)
• Maintain expert-level understanding of Meta's product architecture, advertising technologies (pixels, ad servers, auctions, delivery), data pipelines, and service interdependencies

Triage and Escalation Management:

• Own and manage the highest-severity escalations, including executive and Tier A+ advertiser issues
• Partner with Engineering and Product leadership to drive resolution of critical issues, elevate potential bugs, and influence product roadmap decisions
• Conduct trend analysis and proactively identify emerging issues before they become widespread, recommending preventive actions

Technical Consulting and Client Partnership:

• Provide consultative guidance to clients and partners on best practices and bespoke advertising setups
• Partner closely with Meta's sales teams and Tier A+ advertisers to resolve client issues, prioritize, and build market or vertical plans for technical services
• Translate complex technical concepts and solutions to non-technical audiences including clients and sales partners
• Autonomously manage and prioritize a portfolio of high-value client escalations

Requirements

• Bachelor's degree in Computer Science, Engineering, Marketing, or related degree
• 2+ years of experience in the Digital Advertising and/or Technology industries
• Experience managing a multi-million dollar book of business, able to autonomously prioritize, and communicate effectively with sales and clients.
• Experience with technical troubleshooting of Meta Advertising & Business technologies and ecosystem (e.g., Graph API, Ads Manager, Conversions API, Meta SDK, Meta Pixel)
• Customer-facing experience translating technical concepts and solutions to non-technical audiences
• Experience working with SQL and RESTful APIs
• Familiarity with using AI tools to enhance productivity and quality in day-to-day work
• Healthcare contribution and inclusion in company pension scheme
• Work laptop and phone
• 25 days annual leave (pro-rata) plus paid bank holidays
• Expanding workforce with potential for career progression for top performers

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