Product Support Specialist

TP; Remote; IDR 502.596.000 - 837.662.000; Full time

Job summary

A leading tech support company in Indonesia seeks a dedicated professional to assist clients with TikTok Pixel setup and API integrations. The ideal candidate will possess a Bachelor's degree in a technical field and 2-4 years of relevant experience in backend product support. Responsibilities include troubleshooting technical issues, analyzing campaign performance data, and collaborating with engineering teams. Strong SQL and API skills are essential. Join us to optimize client campaigns and improve data tracking.

Qualifications

• 2–4 years of experience in backend product support or ad tech engineering support.
• Ability to read and debug API payloads and understand API documentation.
• Solid understanding of conversion tracking and marketing analytics.

Responsibilities

• Serve as the first point of contact for clients via live chat, email, and ticketing systems.
• Troubleshoot and guide clients through TikTok Pixel setup and integration.
• Analyze API request/response logs to ensure seamless data flow.

Skills

SQL expertise

API proficiency

Problem-solving skills

Communication skills

Education

Bachelor’s degree in Computer Science, Software Engineering, Information Systems

Tools

TikTok Ads Manager

Zapier

Job description

Roles & Responsibilities:

• Serve as the first point of contact for clients via live chat, email, and ticketing systems, ensuring quick response and resolution times.
• Troubleshoot and guide clients through TikTok Pixel setup, Events API integration, and SDK implementation for accurate conversion tracking.
• Analyze API request / response logs and debug server-side events to ensure seamless data flow and campaign attribution.
• Write and execute SQL queries to extract campaign performance data, diagnose tracking discrepancies, and build troubleshooting reports.
• Work with backend engineering teams to identify root causes of API or integration failures, providing detailed logs and error analyses.
• Support server-to-server (S2S) event tracking integrations and troubleshoot data mapping or payload issues.
• Collaborate with product managers and developers on bug escalations, feature requests, and integration improvements.
• Assist clients in campaign performance optimization using insights from pixel data, attribution reporting, and event diagnostics.
• Document integration workflows, common technical fixes, and create reusable troubleshooting guides for internal and client use.
• Use automation tools like Zapier or custom scripts to support integration workflows when applicable.
• Participate in QA testing for new product features related to tracking, APIs, and backend integrations before rollout.

Qualifications:

• Bachelor’s degree in Computer Science, Software Engineering, Information Systems, or a related technical field.
• 2–4 years of experience in backend product support, ad tech engineering support, or technical integrations (BPO or SaaS support preferred).
• Strong SQL expertise for data analysis, debugging, and reporting tasks.
• Proficiency with APIs, server side event tracking, webhooks, and SDK implementations.
• Experience with TikTok Ads Manager or similar platforms like Facebook Ads or Google Ads.
• Ability to read and debug API payloads (JSON/XML) and understand API documentation.
• Solid understanding of conversion tracking, attribution models, and marketing analytics.
• Excellent problem-solving and communication skills for cross functional collaboration with clients, engineering, and product teams.