Technical Escalations Analyst – Global Platform
* Location ; fully remote UK
* Salary ; £45k - £52k pa
* Contract; 12 months
We’re looking for a Technical Escalations Analyst to join a team dedicated to improving the quality and reliability of global Ads and Commerce products. You’ll investigate complex issues, identify root causes, and work cross-functionally to ensure a seamless experience for users and customers.
What you’ll do:
* Investigate and troubleshoot technical issues across Ads, Commerce, and Creator products.
* Analyse data and logs to diagnose problems and drive solutions.
* Triage and prioritise escalations based on impact and urgency.
* Collaborate with internal teams to resolve issues and share insights.
* Provide structured feedback to product and engineering teams to improve quality.
* Identify recurring issues and recommend process improvements.
What we’re looking for:
* Degree in Computer Science, Engineering, or a related field.
* 2+ years’ experience in technical support, software troubleshooting, or similar.
* Strong analytical and problem-solving skills.
* Excellent communication and stakeholder management abilities.
* Comfortable working in a fast-paced, cross-functional environment.
Nice to have:
* Experience with Ads, Commerce, or Creator tools.
* Familiarity with software development or debugging tools.
* Certifications in technical support or IT service management.
* Experience working remotely or in distributed teams.
Would you like me to make an application? Email hannah@principlehr.com today