Digital Advertising Solutions Engineer

Roles & Responsibilities

• Deliver real-time support to advertisers via live chat, email, and ticketing systems (Zendesk, Salesforce, or similar).
• Troubleshoot intermediate to complex issues related to campaign setup, ad performance, targeting, billing, and TikTok Pixel tracking.
• Guide advertisers through best practices for campaign optimization and platform usage.
• Maintain accurate and detailed case documentation including customer interactions, troubleshooting steps, and resolution notes.
• Meet defined service-level agreements (SLAs) for response time, resolution, and customer satisfaction.
• Communicate complex product information clearly and professionally to advertisers of varying technical backgrounds.
• Identify common issues and share feedback with internal teams to improve workflows and product quality.
• Contribute to the internal knowledge base by documenting recurring cases and solutions.
• Collaborate with peers and Team Leads to continuously improve service quality and process efficiency.
• Operate effectively in a rotational shift environment to support global advertisers across multiple timezones.

Qualifications

• Bachelor’s degree in Marketing, Business Information Technology, or a related field.
• 2–4 years of experience in customer or technical support, preferably in a digital advertising or BPO environment.
• Hands-on experience with live chat and ticket management systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
• Strong understanding of digital advertising concepts such as CPC, CPM, targeting, and conversion tracking.
• Excellent written and verbal English communication skills; additional languages are a plus.
• Analytical mindset with the ability to interpret campaign data and identify optimization opportunities.
• Comfortable working in shifts, high-volume environments, and meeting daily performance targets.
• Strong interpersonal skills with a customer-first, empathetic approach to support.