Job Title: Sales Operations Analyst (Triage Specialist)
Client Location: Remote - must be UK based
Starting: January 2026
Pay Comments: up to £25.48/hr
Hours: 40-hour week
Duration: 12 months
Job Description:
The Triage Specialist plays a key role in investigating product quality issues across client’s Ads and Commerce products. This role focuses on providing technical resolutions to customer and sales teams, managing escalations, and supporting continuous product improvement.
You will work closely with internal stakeholders to identify, troubleshoot, and resolve complex technical issues, while also helping shape product enhancements through data-driven insights and feedback.
Key Responsibilities
1. Investigation and Troubleshooting
* Investigate and troubleshoot complex customer issues related to Ads, Commerce, and Creator products.
* Analyse data and logs to identify root causes of product issues.
* Collaborate with internal teams to gather insights and resolve problems effectively.
* Develop and maintain a strong technical understanding of client’s products and services.
2. Triage and Escalation Management
* Triage and prioritise customer escalations based on severity and impact.
* Manage and coordinate the escalation process with relevant internal stakeholders.
* Ensure timely resolution of customer issues and provide regular updates.
* Identify recurring issues and trends, and escalate these to improve overall product quality.
3. Product Feedback and Improvement
* Provide actionable product feedback and insights to internal teams.
* Collaborate with product and engineering teams to improve product quality and the customer experience.
* Identify and propose opportunities for process improvements.
* Maintain a deep understanding of customer needs and expectations.
4. Communication and Collaboration
* Communicate effectively with customers, internal teams, and cross-functional stakeholders.
* Share knowledge, best practices, and insights within the team.
* Provide regular status updates and reports to management and stakeholders.
* Participate in training and development programmes to continuously enhance skills.
Requirements
* Bachelor’s degree in Computer Science, Engineering, or a related field.
* Experience in technical support, software engineering, or a related discipline.
* Strong problem-solving and analytical abilities.
* Excellent communication and collaboration skills.
* Ability to thrive in a fast-paced environment and manage multiple priorities.
Preferred / Nice-to-Have Skills
* Experience working with Ads, Commerce, or Creator products.
* Familiarity with software development methodologies and tools.
* Experience collaborating with engineering teams.
* Previous experience in technical product support or product escalation roles at major tech or ad tech companies (e.g. TikTok, Snapchat, Google).
* Experience preparing insight or performance reports.
* Certification in technical support or a related field.
* Experience working in remote or distributed teams.
Top Three Non-Negotiable Skills
* Experience in technical support, software engineering, or a closely related field.
* Demonstrated experience in troubleshooting and resolving client issues related to ad tech products and platforms.
* Proven ability to collaborate effectively with engineering teams.
Not the Right Fit
* Candidates whose experience is focused purely on data analysis rather than technical support operations. The role requires hands-on operational support rather than analytical or research-based experience.
*This role is open for a limited time. Next steps will be shared with shortlisted candidates ASAP. Due to the high volume of applicants, we may be unable to reply to each applicant individually. Thank you for taking the time to apply.
Client Description:
Our Client is the largest social media company in the world. They have substantial B2B and B2C advertising and media platforms, as well as a nonprofit initiative. With the mission of bringing people together, they now boast over 2 billion users, and are rapidly developing as they influence the world around us.
Aquent is dedicated to improving inclusivity & is proudly an equal opportunities employer. We encourage applications from under-represented groups & are committed to providing support to applicants with disabilities. We aim to provide reasonable accommodation for any part of the employment process, to those with a medical condition, disability or neurodivergence.