Technical Product Specialist, Performance/API - MPO - San Jose

Responsibilities TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, 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. Team Introduction As 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 the US, Singapore, China, Israel, London, and we're expanding to more hubs. TikTok seeks a Technical Product Specialist to provide both pre and post-sales implementation and advertising support to TikTok's top advertisers. Candidate needs to balance customer service with technical know-how and specialize in Performance and Platforms/API monetization product pillars using their expertise to assist businesses with product issues. Sitting within the Monetization Product Operations team, the role involves close collaboration with in-market sales and product teams within a high-growth environment. An ability to self-motivate, prioritize and influence partners are key skills. Candidates must have experience working with Digital Advertising, Signals & API products as well as hands-on experience implementing technology. Responsibilities: - Handle and resolve end to end pre and post-sales queries for TikTok Performance advertising, Platforms & API products, ability to work on case volumes across email or chat channels - Own and drive query resolution through collaboration with Product & Engineering groups to resolve all types of generic, technical or product queries - Partner with 3rd party partner teams and help drive product education and upskilling to improve service model - Drive overall Customer Satisfaction metrics ensuring service quality through case journey, providing regular updates across touch points - Adhere to service levels across channels and achieve best in class productivity, impact and resolution times for end customer - Manage escalations workflows with internal cross functional teams across Product teams - Partner with upstream technical specialists to educate advertisers on product features and common issue types - Engage and support new product launches across the advertising platform, act as voice of customer for fixes and advocate for efficient resolution - Develop as a subject matter expert across assigned product area and mentor fellow team members Qualifications Minimum Qualifications: - 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 operating within support ticketing platforms (Jira, Zendesk, Freshdesk, Salesforce) Preferred Qualifications: - 2 years of experience in Ad tech/digital technology fields - Experience operating within support ticketing platforms (Jira, Zendesk, Freshdesk, Salesforce) - Fluent in Spanish or Portuguese languages to collaborate with cross-functional teams globally - Track record of successful collaboration with cross-functional teams including Engineering, Product Marketing Managers, Product Managers and Sales. 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. TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/cdpT2