Triage Specialist

Zohorecruit; Greater London; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Work laptop and phone

25 days annual leave (pro-rata) + bank

Job summary

Our client in London is seeking a Triage Specialist for a 6 month hybrid role (3 days in office, 2 days remote). You will investigate product quality across Ads/Commerce and provide technical resolutions to customers and sales teams.

Responsibilities include leading end-to-end investigations, performing data analysis and systems-level debugging, and troubleshooting Meta Advertising technologies. You will also manage high-severity escalations and collaborate with Engineering and Product to drive

Qualifications

• 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, autonomously prioritizing and communicating with sales/clients.
• Experience with technical troubleshooting of Meta Advertising & Business technologies (Graph API, Ads Manager, Conversions API, Meta SDK, Meta Pixel).
• Customer-facing experience translating technical concepts to non-technical audiences.
• Experience with SQL and RESTful APIs.
• Familiarity with using AI tools to enhance productivity and quality.

Responsibilities

• Lead end-to-end investigation of the most complex, high-impact issues related to Ads, Commerce, and Creator products.
• Perform advanced data analysis, log interpretation, and systems-level debugging to identify root causes.
• Troubleshoot complex technical issues involving Meta Advertising technologies and ecosystem.
• Own and manage highest-severity escalations, including executive advertiser issues.
• Partner with Engineering and Product leadership to drive resolution and inform roadmap.
• Translate complex technical concepts to non-technical audiences including clients and sales partners.

Skills

SQL

REST APIs

Technical troubleshooting

Customer-facing communication

AI tools

Education

Bachelor's degree in Computer Science/Engineering/Marketing

Tools

Graph API

Ads Manager

Conversions API

Meta SDK

Meta Pixel

Job description

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