Triage Specialist – Technical Support – 72917

Triage Specialist – Technical Support
Location: Central London – 2–3 days onsite
Contract: 12 months
Start date: As soon as possible
Hours: 40 hours per week
Rate: £33 PAYE per hour

Our client is a leading global technology organisation seeking a Triage Specialist II to support complex technical issues across advertising, commerce and creator products.

The successful candidate will investigate high-impact product issues, manage urgent client escalations and act as a technical point of contact for major advertisers, Sales, Engineering, Product and Support teams.

Key responsibilities

• Lead investigations into complex, high-impact customer issues and bug reports.
• Troubleshoot advertising technologies, APIs, tracking systems and integrations.
• Analyse data, interpret logs and identify root causes.
• Investigate issues involving advertising platforms, APIs, SDKs, pixels and campaign-delivery systems.
• Manage high-severity escalations involving major advertisers and urgent campaigns.
• Work with Engineering and Product teams to resolve issues and escalate potential bugs.
• Translate complex technical information into clear explanations for clients and non-technical stakeholders.
• Provide guidance on advertising setups, integrations and best practice.
• Identify recurring issues and emerging trends.
• Create SOPs, knowledge articles and documentation for the wider team.
• Adapt quickly to new products, features and changing workflows.

Essential experience

• At least two years’ experience in digital advertising, ad-tech or technology.
• Experience troubleshooting APIs, integrations, logs or technical advertising platforms.
• Knowledge of HTML, CSS, JavaScript and HTTP.
• Experience working with SQL and RESTful APIs.
• Understanding of tracking technologies, pixels, SDKs or campaign-delivery systems.
• Strong customer-facing communication skills.
• Ability to explain complex technical concepts to non-technical audiences.
• Experience managing competing priorities in a fast-paced environment.
• Familiarity with AI tools to improve productivity and work quality.
• Bachelor’s degree in Computer Science, Engineering, Marketing or a related discipline.

This opportunity would suit someone with experience in technical support, ad operations, client solutions, digital advertising, technical account management or product support.