About this role
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:
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Lead end-to-end investigation of the most complex, high-impact, and cross-product customer issues related to Ads, Commerce, and Creator products
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Perform advanced data analysis, log interpretation, and systems-level debugging to identify root causes and systemic patterns
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Troubleshoot complex technical issues involving Meta Advertising & Business technologies and ecosystem (e.g., Graph API, Ads Manager, Conversions API, Meta SDK, Meta Pixel)
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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:
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Own and manage the highest-severity escalations, including executive and Tier A+ advertiser issues
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Partner with Engineering and Product leadership to drive resolution of critical issues, escalate potential bugs, and influence product roadmap decisions
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Conduct trend analysis and proactively identify emerging issues before they become widespread, recommending preventive actions
Technical Consulting and Client Partnership:
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Provide consultative guidance to clients and partners on best practices and bespoke advertising setups
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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
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Translate complex technical concepts and solutions to non-technical audiences including clients and sales partners
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Autonomously manage and prioritize a portfolio of high-value client escalations
Requirements
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Bachelor's degree in Computer Science, Engineering, Marketing, or related degree
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2+ years of experience in the Digital Advertising and/or Technology industries
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Experience managing a multi-million dollar book of business, able to autonomously prioritize, and communicate effectively with sales and clients.
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Experience with technical troubleshooting of Meta Advertising & Business technologies and ecosystem (e.g., Graph API, Ads Manager, Conversions API, Meta SDK, Meta Pixel)
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Customer-facing experience translating technical concepts and solutions to non-technical audiences
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Experience working with web technologies including HTML, CSS, JavaScript, and HTTP
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Experience working with SQL and RESTful APIs
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Familiarity with using AI tools to enhance productivity and quality in day-to-day work
Benefits
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Competitive salary
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Healthcare contribution and inclusion in company pension scheme
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Work laptop and phone
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25 days annual leave (pro-rata) plus paid bank holidays
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Expanding workforce with potential for career progression for top performers