Product Support Specialist

Roles & Responsibilities:

• Serve as the first point of contact for clients via live chat, email, and ticketing systems, ensuring quick response and resolution times.
• Troubleshoot and guide clients through Tik Tok Pixel setup, Events API integration, and SDK implementation for accurate conversion tracking.
• Analyze API request / response logs and debug server-side events to ensure seamless data flow and campaign attribution.
• Write and execute SQL queries to extract campaign performance data, diagnose tracking discrepancies, and build troubleshooting reports.
• Work with backend engineering teams to identify root causes of API or integration failures, providing detailed logs and error analyses.
• Support server-to-server (S2S) event tracking integrations and troubleshoot data mapping or payload issues.
• Collaborate with product managers and developers on bug escalations, feature requests, and integration improvements.
• Assist clients in campaign performance optimization using insights from pixel data, attribution reporting, and event diagnostics.
• Document integration workflows, common technical fixes, and create reusable troubleshooting guides for internal and client use.
• Use automation tools like Zapier or custom scripts to support integration workflows when applicable.
• Participate in QA testing for new product features related to tracking, APIs, and backend integrations before rollout.

• Bachelor’s degree in Computer Science, Software Engineering, Information Systems, or a related technical field.
• 2–4 years of experience in backend product support, ad tech engineering support, or technical integrations (BPO or SaaS support preferred).
• Strong SQL expertise for data analysis, debugging, and reporting tasks.
• Proficiency with APIs, server side event tracking, webhooks, and SDK implementations.
• Experience with Tik Tok Ads Manager or similar platforms like Facebook Ads or Google Ads.
• Ability to read and debug API payloads (JSON/XML) and understand API documentation.
• Solid understanding of conversion tracking, attribution models, and marketing analytics.
• Excellent problem-solving and communication skills for cross functional collaboration with clients, engineering, and product teams.