18 jobs for "Specialist, Product Technical Support"

Responsibilities

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 Singapore, Japan, China, Israel, London and multiple locations in the US, and we're expanding to more hubs.

As a Technical Product Specialist, you will be responsible for end-to-end technical product support for advertisers and internal stakeholders, including troubleshooting and resolving complex product and technical issues raised via ticketing systems. Additionally, you will act as a critical bridge between client-facing teams and product/engineering teams, translating advertiser needs into clear, actionable product and technical improvements for the platform.

Be part of a dynamic and innovative team focused on shaping the future of TikTok's monetization products.

Responsibilities
- Troubleshooting: Investigating and resolving technical issues raised by both internal stakeholders and advertisers via ticketing systems.
- Product Support Enablement: Supporting the rollout and adoption of new advertising products and features, ensuring advertisers experience a smooth transition.
- Vendor Training & Upskilling: Coaching vendor teams to improve quality and efficiency, and ensuring technical alignment across global support hubs.
- Quality Audits & Knowledge Management: Performing QA audits of resolved tickets, identifying knowledge gaps, and contributing to the improvement of internal documentation.
- Technical Collaboration: Acting as a bridge between client-facing and product/engineering teams, ensuring advertiser needs are clearly translated into actionable improvements.

Qualifications

Minimum Qualification(s)
- Bachelor's degree in computer science, similar technical field of study or equivalent practical experience
- 2+ years of experience in customer support, technical support, product operations, or customer success.
- Fluent in written and spoken English and Japanese, to communicate fluently with stakeholders and cross-functional teams across APAC including Japan and Singapore.
- Ability to troubleshoot product and technical issues via tickets
- Strong communication skills when interacting with internal stakeholders and advertisers.
- Basic data awareness and attention to detail for quality audits and documentation.
- Ability to collaborate effectively across teams and align on action items.

Preferred Qualification(s)
- Experience with advertising monetization products or platform products.
- Experience working with global support hubs or vendor teams.
- Experience in knowledge base management, QA audits, or process improvement.
- Familiarity with ticketing systems and advertiser support workflows.
- Strong problem-solving skills and ability to work independently.
- Proactive, structured, and able to manage multiple tasks efficiently.
- Experience supporting product launches and feature rollouts.
- Ability to create training materials and conduct up-skilling for teams.
- Experience working with SMB advertisers or global clients.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $108000 - $151200 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.

Responsibilities

Qualifications

Qualifications

Minimum Qualification(s)
- Bachelor's degree in computer science, similar technical field of study or equivalent practical experience
- 2+ years of experience in customer support, technical support, product operations, or customer success.
- Fluent in written and spoken English and Japanese, to communicate fluently with stakeholders and cross-functional teams across APAC including Japan and Singapore.
- Ability to troubleshoot product and technical issues via tickets
- Strong communication skills when interacting with internal stakeholders and advertisers.
- Basic data awareness and attention to detail for quality audits and documentation.
- Ability to collaborate effectively across teams and align on action items.

Preferred Qualification(s)
- Experience with advertising monetization products or platform products.
- Experience working with global support hubs or vendor teams.
- Experience in knowledge base management, QA audits, or process improvement.
- Familiarity with ticketing systems and advertiser support workflows.
- Strong problem-solving skills and ability to work independently.
- Proactive, structured, and able to manage multiple tasks efficiently.
- Experience supporting product launches and feature rollouts.
- Ability to create training materials and conduct up-skilling for teams.
- Experience working with SMB advertisers or global clients.

About TikTok

TikTok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.

Size: 5,001 - 10,000 employees
Industry: Entertainment & Gaming

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