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- Tasks: Investigate and troubleshoot complex product quality issues in Ads and Commerce.
- Company: Join a leading tech company focused on innovation and collaboration.
- Benefits: Competitive salary, remote work flexibility, and opportunities for professional growth.
- Other info: Dynamic role with exposure to cutting-edge technology and cross-functional teamwork.
- Why this job: Make a real impact by improving product quality and enhancing customer experience.
- Qualifications: Bachelor’s degree and 2+ years in technical support or software engineering required.
The predicted salary is between 32400 - 43200 £ per year.
The Triage Specialist is responsible for investigating product quality issues in Ads and Commerce products and providing technical resolutions to customers and sales teams. This role requires troubleshooting complex issues, managing escalations, providing product feedback, and collaborating with cross-functional teams to improve overall product quality.
Key Responsibilities:
- Investigation and Troubleshooting
- Investigate and troubleshoot complex customer issues related to Ads, Commerce, and Creator products
- Analyze data and logs to identify root causes of issues
- Collaborate with internal stakeholders to gather information and insights
- Maintain a deep understanding of products and services
- Triage and Escalation Management
- Triage and prioritize customer escalations based on severity and impact
- Manage and coordinate the escalation process with internal stakeholders
- Ensure timely resolution of customer issues and provide regular updates
- Identify trends and recurring issues to improve product quality
- Product Feedback and Improvement
- Provide product feedback and insights to internal teams
- Collaborate with product teams to improve product quality and customer experience
- Identify opportunities for process improvements and implement changes
- Understand customer needs and expectations to drive product enhancement
- Communication and Collaboration
- Communicate effectively with customers, internal stakeholders, and cross-functional teams
- Share knowledge, best practices, and expertise with team members
- Provide regular updates and reports to management and stakeholders
- Participate in training and development programs to enhance skills
Day-to-Day Responsibilities / Key Projects:
- Serve as Tier 3 technical support for Ads and Commerce products, handling complex issues and bugs
- Work across 3–4 products as a specialist, managing cases via internal tools
- Troubleshoot advertiser issues and coordinate with engineering teams as needed
- Provide insights on recurring issues and contribute to quarterly reporting
- Handle approximately 100 tickets per month (2–25 per week)
- Resolve issues such as ads not going live or messaging gaps requiring technical assistance
Requirements:
- Bachelor’s degree in Computer Science, Engineering, or a related field
- 2+ years of experience in technical support, software engineering, or related field
- Strong problem-solving and analytical skills
- Excellent communication and collaboration skills
- Ability to work in a fast-paced environment and manage multiple priorities
Nice to Have:
- Experience with Ads, Commerce, or Creator products
- Familiarity with software development methodologies and tools
- Technical support or related certifications
- Experience in remote or distributed team environments
- Experience collaborating with engineering teams
- Exposure to delivery product escalation in a tech or ad tech company
- Experience at larger tech companies or platforms (e.g., TikTok, Snap, Google)
Non-Negotiable Skills:
- 2+ years of experience in technical support or software engineering
- Proven experience troubleshooting and resolving client issues on ad tech platforms
- Experience working with engineering teams is advantageous
Triage Specialist employer: Morgan McKinley
Contact Detail:
Morgan McKinley Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Triage Specialist
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, especially those who work in Ads and Commerce. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to troubleshooting and technical support. We recommend role-playing with a friend to get comfortable explaining your thought process.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Use real-life examples from your experience to demonstrate how you’ve tackled complex issues in the past. This will make you stand out!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Triage Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Triage Specialist role. Highlight your experience in technical support and troubleshooting, especially with Ads and Commerce products. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a perfect fit. Don’t forget to mention any relevant experience with cross-functional teams or product feedback.
Showcase Problem-Solving Skills: In your application, give examples of how you've tackled complex issues in the past. We love seeing your analytical skills in action, so share specific instances where you’ve successfully resolved customer escalations or improved product quality.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Morgan McKinley
✨Know Your Products Inside Out
Before the interview, make sure you have a solid understanding of the Ads and Commerce products you'll be working with. Familiarise yourself with common issues and resolutions, as well as any recent updates or changes. This will show your potential employer that you're proactive and genuinely interested in the role.
✨Showcase Your Problem-Solving Skills
Prepare to discuss specific examples of how you've tackled complex technical issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help demonstrate your analytical skills and ability to troubleshoot effectively, which are crucial for a Triage Specialist.
✨Emphasise Communication and Collaboration
Since this role involves working with cross-functional teams, be ready to talk about your experience collaborating with others. Highlight instances where you've successfully communicated technical information to non-technical stakeholders or worked with engineering teams to resolve issues.
✨Prepare Questions for Them
Interviews are a two-way street, so come prepared with thoughtful questions about the company culture, team dynamics, and expectations for the role. This not only shows your interest but also helps you gauge if the company is the right fit for you.