Triage Specialist I
Duration: 12 months
Location: UK – MUST BE UK BASED
Working Hours: Monday to Friday, 9:00am – 6:00pm
Onsite Requirements Remote
Engagement Type: Via PAYE
Hourly Rate: £25.48 - £30 (DoE)
Job Overview
Atrium Global is supporting our client in hiring a Triage Specialist to join their Product Support Insights function. The role delivers Tier 3 technical support for advertising and commerce products, handling complex customer issues, technical escalations, and contributing to product quality improvements.
RESPONSIBILITIES
* Investigate and troubleshoot complex issues affecting advertising and commerce platforms
* Analyse logs and data to identify root causes and recommend solutions
* Prioritise and manage escalations based on severity and impact
* Maintain strong communication with customers and internal stakeholders
* Own tickets end-to-end and provide timely progress updates
* Identify recurring issues and contribute insights to product teams
* Support operational improvement efforts and share best practices
* Manage approximately 100 technical support tickets per month
REQUIREMENTS
* Bachelor’s degree in Computer Science, Engineering, or related field
* 2+ years’ experience in technical support, software engineering, or a related technical environment
* Hands-on troubleshooting experience across advertising technology platforms
* Strong analytical and diagnostic skills
* Excellent communicator and collaborator across cross-functional teams
* Able to work efficiently in a fast-paced, operational support environment
* Exposure to working with engineering teams on escalations is a strong advantage
NICE TO HAVE
* Support experience with platforms such as TikTok, Snapchat, Google Ads or similar
* Experience working within a large tech or advertising technology organisation
* Ability to generate insight and operational reporting
* Experience working within remote or distributed teams
Legal Right to Work
Applicants must have the legal right to work in the UK. No sponsorship provided for this position.