57 jobs for "Customer Support Engineer"

Responsibilities

About our Team
As part of Monetization Product Operations (MPO), our mission is to help businesses have seamless experiences with TikTok's advertising solutions by designing and scaling support processes that improve product quality and customer experience.

The Quality & Product Insights team serves as the strategic bridge between Technical Product Support (TPS), Quality Assurance (QA), Product Management, and Engineering. We transform customer issues and operational data into actionable product insights by building standardized troubleshooting frameworks, identifying systemic product opportunities, and driving automation. Through data analysis, process optimization, and close cross-functional collaboration, we help improve product quality, accelerate issue resolution, and enhance the overall advertiser experience.

What we're looking for
TikTok is seeking a Quality & Product Insights Specialist to help improve the quality and efficiency of our advertising products by turning operational insights into scalable product improvements. This role partners closely with Product Managers, Engineering, Technical Product Support (TPS), and Quality Assurance (QA) to standardize troubleshooting processes, analyze product performance, and drive automation initiatives.

The ideal candidate is analytical, highly collaborative, and passionate about solving complex operational challenges through data, process optimization, and emerging AI technologies. They enjoy connecting technical troubleshooting with product strategy and thrive in fast-paced, cross-functional environments.

Responsibilities
- Troubleshooting Framework Design: Partner with Product Management and Engineering teams to define, document, and continuously improve standardized troubleshooting frameworks, including issue classifications, root-cause definitions, abnormal value thresholds, and resolution strategies for TikTok's advertising products.
- Operational Quality & Prioritization: Collaborate with Technical Product Support (TPS) and Quality Assurance (QA) teams to establish ticket prioritization standards, routing mechanisms, and operational workflows that improve issue resolution quality and efficiency.
- Product Insights & Root Cause Analysis: Analyze operational data and support tickets to identify recurring product issues, uncover systemic root causes, and provide actionable recommendations that influence product roadmap prioritization and engineering improvements.
- Automation & Intelligent Diagnostics: Develop diagnostic decision trees and partner with Product and Engineering teams to drive automation initiatives, intelligent troubleshooting capabilities, and AI-powered operational solutions that improve scalability.
- End-to-End Operational Analysis: Build a deep understanding of TikTok's advertising products and the complete troubleshooting lifecycle, identifying opportunities to improve operational efficiency, reduce resolution time, and enhance customer experience.
- Cross-Functional Partnership: Serve as a trusted partner across Product Management, Engineering, TPS, QA, and Algorithm teams by establishing regular review mechanisms, aligning on priorities, and driving execution across multiple stakeholders.
- Continuous Improvement: Monitor product performance, customer feedback, and operational trends to recommend enhancements that improve product quality, operational excellence, and advertiser satisfaction.

Qualifications

Minimum Qualifications:
- Bachelor's degree in Computer Science, Statistics, Mathematics, Business, Operations, or a related field, or equivalent practical experience.
- 3+ years of experience in Product Operations, Product Management, Business Operations, Technical Operations, or related roles.
- Experience driving cross-functional initiatives involving Product Management, Engineering, Technical Support, and Operations teams.
- Strong analytical and problem-solving skills with experience conducting root cause analysis and using data to drive product or operational improvements.
- Experience working with ticketing platforms such as Zendesk, Jira, or similar systems, with an understanding of ticket workflows and operational metrics.
- Experience managing cross-functional projects and coordinating multiple stakeholders and excellent communication and stakeholder management skills.
- Proficiency in Chinese and English is required to collaborate with global partners, including Engineering teams based in Mandarin-speaking regions. These interactions include leading and participating in meetings that are conducted in Chinese as well as corresponding in chat or emails.

Preferred Qualifications:
- Experience supporting digital advertising, SaaS, or large-scale technology platforms.
- Familiarity with troubleshooting methodologies, quality assurance processes, and customer support operations.
- Experience designing operational frameworks, decision trees, or diagnostic workflows.
- Experience leveraging AI tools or driving AI-enabled operational improvements, with demonstrated curiosity and continuous learning in emerging AI technologies.
- Strong project management experience using tools such as Asana, Trello, Jira, or similar collaboration platforms.
- Passion for improving product quality and customer experience through data-driven decision making and continuous operational optimization.

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:
- Bachelor's degree in Computer Science, Statistics, Mathematics, Business, Operations, or a related field, or equivalent practical experience.
- 3+ years of experience in Product Operations, Product Management, Business Operations, Technical Operations, or related roles.
- Experience driving cross-functional initiatives involving Product Management, Engineering, Technical Support, and Operations teams.
- Strong analytical and problem-solving skills with experience conducting root cause analysis and using data to drive product or operational improvements.
- Experience working with ticketing platforms such as Zendesk, Jira, or similar systems, with an understanding of ticket workflows and operational metrics.
- Experience managing cross-functional projects and coordinating multiple stakeholders and excellent communication and stakeholder management skills.
- Proficiency in Chinese and English is required to collaborate with global partners, including Engineering teams based in Mandarin-speaking regions. These interactions include leading and participating in meetings that are conducted in Chinese as well as corresponding in chat or emails.

Preferred Qualifications:
- Experience supporting digital advertising, SaaS, or large-scale technology platforms.
- Familiarity with troubleshooting methodologies, quality assurance processes, and customer support operations.
- Experience designing operational frameworks, decision trees, or diagnostic workflows.
- Experience leveraging AI tools or driving AI-enabled operational improvements, with demonstrated curiosity and continuous learning in emerging AI technologies.
- Strong project management experience using tools such as Asana, Trello, Jira, or similar collaboration platforms.
- Passion for improving product quality and customer experience through data-driven decision making and continuous operational optimization.

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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