Triage Specialist

Principle; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

Principle is seeking a Triage Specialist to join a global technology organisation supporting advertising and commerce products. This client-facing role sits between advertisers, Sales, Product and Engineering to investigate problems and troubleshoot ad tech APIs and integrations.

You will explain technical issues to non-technical customers, partner with Engineering and Sales to resolve high-priority issues, and help shape scalable support processes.

Qualifications

• 2+ years' experience in digital advertising or the technology industry.
• Strong technical troubleshooting and problem-solving experience.
• Understanding of the digital advertising/AdTech ecosystem.
• Experience working with APIs, integrations and/or log analysis.
• Ability to explain technical concepts to non-technical stakeholders.
• Experience working cross-functionally with technical and commercial teams.
• Comfortable operating in ambiguity and adapting quickly to new products and changing priorities.
• Knowledge of SQL, REST APIs or web technologies would be beneficial.

Responsibilities

• Lead end-to-end investigation of complex product issues and bug reports affecting advertising, commerce and creator products.
• Troubleshoot advertising technologies, APIs and integrations, including log interpretation and root-cause investigation.
• Act as a client-facing technical point of contact for major advertisers.
• Translate complex technical issues into clear, accessible explanations for customers and commercial teams.
• Partner with Engineering and Sales teams to resolve high-priority issues and urgent advertising campaigns.
• Manage competing customer and engineering priorities in a fast-moving environment.
• Identify recurring issues and turn learnings into scalable SOPs and technical documentation.
• Quickly learn and adapt to new advertising products, features and changing workflows.

Skills

Digital advertising

AdTech

APIs

SQL

REST APIs

Problem solving

Education

Bachelor's degree in Computer Science, Engineering or related field

Job description

We are looking for a Triage Specialist to join a global technology organisation supporting complex advertising and commerce products.

This is a highly client-facing technical role sitting between advertisers, Sales, Product and Engineering. You will investigate complex product issues, troubleshoot advertising technologies and API integrations, and help major advertisers resolve high-impact technical problems.

The role would suit someone with experience across AdTech, technical support, technical solutions, integrations or digital advertising platforms who enjoys investigating problems but can also explain technical issues clearly to non-technical customers.

What you'll be doing

• Lead end-to-end investigation of complex product issues and bug reports affecting advertising, commerce and creator products.
• Troubleshoot advertising technologies, APIs and integrations, including log interpretation and root-cause investigation.
• Act as a client-facing technical point of contact for major advertisers.
• Translate complex technical issues into clear, accessible explanations for customers and commercial teams.
• Partner with Engineering and Sales teams to resolve high-priority issues and urgent advertising campaigns.
• Manage competing customer and engineering priorities in a fast-moving environment.
• Identify recurring issues and turn learnings into scalable SOPs and technical documentation.
• Quickly learn and adapt to new advertising products, features and changing workflows.

What we're looking for

• 2+ years' experience within digital advertising, AdTech or the technology industry.
• Strong technical troubleshooting and problem-solving experience.
• Understanding of the digital advertising/AdTech ecosystem.
• Experience working with APIs, integrations and/or log analysis.
• Ability to explain technical concepts to non-technical stakeholders.
• Experience working cross-functionally with technical and commercial teams.
• Comfortable operating in ambiguity and adapting quickly to new products and changing priorities.
• Experience with SQL, REST APIs or web technologies would be beneficial.
• Bachelor's degree in Computer Science, Engineering, Marketing or a related discipline.

The successful candidate will be comfortable operating at the intersection of technology and customers - technically capable enough to investigate difficult problems, but commercially aware and empathetic enough to manage high-value advertisers under pressure.