Technical Product Specialist - Branding/Platform

Responsibilities

About the team
As Monetization Product Operations (MPO), our goal is to help businesses have seamless experiences with our advertising solutions by designing and scaling support processes to resolve technical issues within our product. We're a global team with regional hubs in the US, Singapore, China, Israel, and London, and we're expanding to more hubs.

About the role
TikTok seeks a Technical Product Specialist to provide both pre- and post-sales implementation and advertising support to TikTok's top advertisers. Candidate needs to balance customer service with technical know-how and specialize in Measurement and Signals monetization product pillars, using their expertise to assist businesses with product issues. Sitting within the Monetization Product Operations team, the role involves close collaboration with in-market sales and product teams within a high-growth environment. An ability to self-motivate, prioritize, and influence partners is are key skill. Candidates must have experience working with Digital Advertising, Signals & Measurement products as well as hands-on experience implementing technology.

Responsibilities
- Handle and resolve end-to-end pre- and post-sales queries for TikTok Performance advertising/delivery signals and measurement products, ability to work on case volumes across email or chat channels
- Own and drive query resolution through collaboration with Product & Engineering groups to resolve all types of generic, technical, or product queries
- Partner with 3rd party partner teams and help drive product education and upskilling to improve the service model
- Drive overall Customer Satisfaction metrics, ensuring service quality through the case journey, providing regular updates across touchpoints
- Adhere to service levels across channels and achieve best-in-class productivity, impact, and resolution times for end customers
- Partner with upstream technical specialists to educate advertisers on product features and common issue types
- Engage and support new product launches across the advertising platform, act as the voice of the customer for fixes, and advocate for efficient resolution

Qualifications

Minimum Qualifications
- Bachelor's degree in Computer Science, a similar technical field of study or equivalent practical experience
- Experience working with technologies (e.g., HTML, CSS, JavaScript), SQL, XML, and HTTP protocols (OR) Customer-facing experience as a Technical Consultant, Support Engineer, or Product Manager, working with internal/external customers
- Analytical experience solving problems using data and providing actionable product insights
- Experience operating within support ticketing platforms (Jira, Zendesk, Freshdesk, Salesforce)

Preferred Qualifications
- 2+ years of experience in Ad tech/digital technology fields
- Fluency in Spanish or Portuguese for Global cross-functional collaboration
- Experience driving technical implementation with advertising/software products, working directly with clients' technical teams.
- Track record of successful collaboration with cross-functional teams including Engineering, Product Marketing Managers, Product Managers, and Sales