Skills

Communication Problem-solving Sales Training Analytical Skills Software Development

Job Specifications

Triage Specialist

Remote UK | Approx. £54,000 | Fixed-Term Contract

Role Overview:

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

About the Company

Morgan McKinley is a global talent services expert, offering the full spectrum of solutions to meet both employers’ and jobseekers’ needs. With 19 offices in 10 countries and nearly 1000 employees, it provides 3 distinct solutions for customers. - Recruitment Solutions encompassing deep expertise across 10 professional disciplines offering temporary, contract and permanent recruitment; - Executive Search for targeted C-Suite talent searches; - Talent Solutions empowering talent acquisition to deli... Know more