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, escalate 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 web technologies including HTML, CSS, JavaScript, and HTTP Experience working with SQL and RESTful APIs Familiarity with using AI tools to enhance productivity and quality in day-to-day work Benefits Competitive salary 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