Description

Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
The Monetization Product Operations (MPO) team's goal is to help businesses have seamless experiences with our advertising solutions, by designing and scaling support processes to resolve technical issues within our product. We're a global team with regional hubs in Singapore, China, Israel, London, and multiple US locations, and are expanding our team in London.
As a Technical Product Specialist, you will balance customer service with technical know-how as you specialize in one of our monetization product pillars and use your expertise to assist businesses with product issues. Success in this role will require a passion for working collaboratively with a variety of stakeholders, from external clients to internal Product, Engineering and Sales teams.
What we'll need you to do for us
As part of this role, you will be:
Building product expertise to investigate, triage, and resolve post-sales technical issues with TikTok advertising solutions
Continuously monitor support queues for technical requests, responding to and/or escalating support tickets within agreed timeframes
Defining processes to support sales teams in complex investigations to improve advertiser experience on the platform
Partnering with Product Marketing, Product Management, Solution Engineering, Sales, and additional teams to improve product quality and resources that help scale support & operations workflows
Managing technical support documents (including help-center and knowledge hub)
Qualifications
Ideally, you will have:
A Bachelor's degree in Computer Science, similar technical field of study or equivalent practical experience
Experience working with technologies (e.g. HTML, CSS, JavaScript), SQL, XML, and HTTP protocols (OR) Customer-facing experience as a Technical Consultant, Support, Engineer, or Product Manager, working with internal/external customers
Analytical experience solving problems using data and providing actionable product insights
Experience resolving and communicating about issues with both technical and non-technical audiences
Experience in Ad tech/digital technology
Experience operating within support ticketing platforms (Jira, Zendesk, Freshdesk, Salesforce)
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.