Technical Support Engineer

Technical Support Engineer (Triage) – Digital Advertising Technologies

Location: London, UK (Hybrid: 2–3 days/week onsite at Brock Street)

Contract Duration: 12 Months

Working Hours: Full-time (40 hours/week)

Salary: £64,000 per year

Role Overview

We are seeking an experienced Triage Specialist II to lead investigations and resolve high-complexity product quality issues across enterprise digital advertising and commerce platforms. Acting as a technical point of contact for internal stakeholders and high-value clients, you will troubleshoot complex ad tech issues, drive systemic improvements, and ensure rapid resolution of critical campaign escalations.

Key Responsibilities

• Investigation & Troubleshooting: Lead end-to-end root-cause analysis, log interpretation, and systems-level debugging for complex issues involving Ads, Commerce, and Creator products.
• Ad Tech Ecosystem Support: Troubleshoot integrations involving web and mobile technologies, Graph APIs, Ads Manager, Conversions API, SDKs, and Pixels.
• Escalation & Stakeholder Management: Own top-tier client escalations, partnering closely with Engineering and Product leadership to prioritize bugs, resolve critical campaign issues, and influence product roadmaps.
• Client & Sales Partnership: Provide technical guidance via direct written communication, translating complex technical concepts into accessible, clear terms for non-technical audiences, enterprise advertisers, and internal sales teams.
• Process & SOP Scaling: Proactively perform trend analysis to identify emerging issues before they escal

Key Requirements

• Experience: Sufficient years of hands-on experience in the Digital Advertising, Ad Tech, or Technology sectors.
• Customer-Facing Communication: Proven ability to communicate empathetically with clients, build trust under pressure, and bridge the gap between pure engineering and business stakeholders.
• Adaptability: Comfort working in high-growth, ambiguous environments with rapidly changing priorities and frequent product launches.
• Productivity Tools: Familiarity with leveraging modern AI tools to enhance daily workflows and analytical efficiency.
• Education: Relevant degree in Computer Science, Engineering, Marketing, or a related field (or equivalent practical experience).

What Makes This Role Compelling

• High-Visibility Impact: Direct involvement in resolving high-priority technical escalations protecting global enterprise brands.
• Autonomy & Ownership: Freedom to investigate emerging platform trends, analyze patterns, and drive process improvements beyond standard rigid workflows.
• Collaborative Culture: Hybrid work model based in a central London office location, offering strong integration with product and support experts.

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