At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
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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 Measurement and Signals 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 & Measurement 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, measurement, and signals 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:
- Fluent in Spanish or Portuguese languages for global cross-functional collaboration
- 2+ years of experience in Ad tech/digital technology fields
- Experience operating within support ticketing platforms (Jira, Zendesk, Freshdesk, Salesforce)
- 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

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $103200 - $180444 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.

Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:

We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.

Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.

We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. 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.