Sales Analyst / Triage Specialist
* Location: London, United Kingdom - possibility of remote work from the UK only, not abroad!
* Contract: 12 months (estimated Start Date: 5th of January 2026)
* Salary: £48,000 - £53,000
* No Visa sponsorship available with the role!
The main function of a Triage Specialist is to investigate the product quality of the platform’s Ads/Commerce products and provide technical resolution to Customer/Sales.
You will serve as the third layer of support for advertiser issues on the social media platform’s Ads Manager and Business Manager, handling more complex issues and bugs. You will specialize in 3–4 products, managing cases through an internal tool, where you will troubleshoot and respond to advertisers or escalate issues to the engineering teams when necessary. On average, you will handle around 100 tickets per month, ranging from 2 to 25 per week.
Responsibilities
* 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
* 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 and escalate trends and recurring issues to improve product quality
* Provide product feedback and insights to internal stakeholders
* Collaborate with product teams to improve product quality and customer experience
* Identify opportunities for process improvements and implement changes
* Develop and maintain a deep understanding of customer needs and expectations
Requirements:
* 2+ years of experience in Technical Support, software engineering, or related field
* 2+ years of experience in resolving issues of clients on ad tech products and platforms
* Bachelor's degree in Computer Science, Engineering, or related field
* Strong problem-solving and analytical skills
* Excellent communication and collaboration skills
* Ability to work in a fast-paced environment and prioritize multiple tasks
* Experience with Ads, Commerce, or Creator products
* Familiarity with software development methodologies and tools
* Certification in technical support or related field
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