58 jobs for "Customer Support Engineer"

Responsibilities

About our Team:
At Monetization Product Operations (MPO) our 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, Japan, China, London and multiple locations in the US.

This role focuses on troubleshooting advertising performance issues(overbidding, high CPA/low ROI/tROAS, low/no spending etc) across advertiser-facing products and internal support workflows. The candidate will act as a bridge between advertisers, internal operations teams, PMs, and RDs, helping identify, investigate, and resolve delivery performance problems in a structured way.
The role covers ticket investigation, customer feedback analysis, product support enablement, knowledge base development(runbook/SOP), and dashboard maintenance. It is suitable for candidates with 2-5 years of experience in customer support, technical support, product operations, or a related support function, especially if they have exposure to advertising products or campaign performance analysis.

Responsibilities:
- Investigate technical and product issues raised by internal stakeholders and advertisers through ticketing systems, with a focus on campaign delivery and performance symptoms.
- Support the launch and adoption of new advertising products and features by preparing support resources, troubleshooting guides, and enablement materials.
- Contribute to ticket quality review, issue categorization, knowledge management, and support process improvement across regional and global teams.
- Extract qualitative and quantitative feedback from ticketing systems and data platforms, then organize issues by type, customer scale, impact scope, and resolution priority.
- Translate advertiser pain points into actionable inputs for Product and Engineering, including issue background, reproduction conditions, affected scope, metric evidence, and suggested priority.
- Work with regional technical product teams and support teams to balance global troubleshooting standards with local market requirements.

Qualifications

Minimum Qualifications:
- Understanding how an ad goes from creation and review to delivery, spend, conversion, and attribution, and where anomalies may occur along this path.
- Being able to distinguish advertiser setup issues, product policy changes, data delay, system incidents, and market fluctuations.
- Using time-series comparison, segmentation, funnel breakdown, and WoW/DoD movement to locate performance anomalies.
- Tracking key metrics such as spend, impressions, clicks, conversions, CPA, CVR, CTR, and budget utilization.
- Providing Product and Engineering with clear reproduction conditions, affected scope, metric evidence, and prioritization rationale.

Preferred Qualifications:
- 2+ years of experience in Ad tech/digital technology fields
- Experience driving technical implementation with advertising/software products working directly with clients technical teams.
- Track record of successful collaboration with cross-functional teams including Engineering, Product Marketing Managers, Product Managers and Sales.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $108000 - $208800 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.

Responsibilities

Qualifications

Qualifications

Minimum Qualifications:
- Understanding how an ad goes from creation and review to delivery, spend, conversion, and attribution, and where anomalies may occur along this path.
- Being able to distinguish advertiser setup issues, product policy changes, data delay, system incidents, and market fluctuations.
- Using time-series comparison, segmentation, funnel breakdown, and WoW/DoD movement to locate performance anomalies.
- Tracking key metrics such as spend, impressions, clicks, conversions, CPA, CVR, CTR, and budget utilization.
- Providing Product and Engineering with clear reproduction conditions, affected scope, metric evidence, and prioritization rationale.

Preferred Qualifications:
- 2+ years of experience in Ad tech/digital technology fields
- Experience driving technical implementation with advertising/software products working directly with clients technical teams.
- Track record of successful collaboration with cross-functional teams including Engineering, Product Marketing Managers, Product Managers and Sales.

About TikTok

TikTok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.

Size: 10,000+ employees
Industry: Technology: Consumer Internet

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