Job description

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 Singapore, Japan, China, Israel, London and multiple locations in the US, and we're expanding to more hubs. As a Technical Product Specialist, you will be responsible for end-to-end technical product support for advertisers and internal stakeholders, including troubleshooting and resolving complex product and technical issues raised via ticketing systems. Additionally, you will act as a critical bridge between client-facing teams and product/engineering teams, translating advertiser needs into clear, actionable product and technical improvements for the platform. Be part of a dynamic and innovative team focused on shaping the future of TikTok's monetization products. Responsibilities - Troubleshooting: Investigating and resolving technical issues raised by both internal stakeholders and advertisers via ticketing systems. - Product Support Enablement: Supporting the rollout and adoption of new advertising products and features, ensuring advertisers experience a smooth transition. - Vendor Training & Upskilling: Coaching vendor teams to improve quality and efficiency, and ensuring technical alignment across global support hubs. - Quality Audits & Knowledge Management: Performing QA audits of resolved tickets, identifying knowledge gaps, and contributing to the improvement of internal documentation. - Technical Collaboration: Acting as a bridge between client-facing and product/engineering teams, ensuring advertiser needs are clearly translated into actionable improvements. Minimum Qualification(s) - Bachelor’s degree in computer science, similar technical field of study or equivalent practical experience - 2+ years of experience in customer support, technical support, product operations, or customer success. - Fluent in written and spoken English and Japanese, to communicate fluently with stakeholders and cross-functional teams across APAC including Japan and Singapore. - Ability to troubleshoot product and technical issues via tickets - Strong communication skills when interacting with internal stakeholders and advertisers. - Basic data awareness and attention to detail for quality audits and documentation. - Ability to collaborate effectively across teams and align on action items. Preferred Qualification(s) - Experience with advertising monetization products or platform products. - Experience working with global support hubs or vendor teams. - Experience in knowledge base management, QA audits, or process improvement. - Familiarity with ticketing systems and advertiser support workflows. - Strong problem-solving skills and ability to work independently. - Proactive, structured, and able to manage multiple tasks efficiently. - Experience supporting product launches and feature rollouts. - Ability to create training materials and conduct up-skilling for teams. - Experience working with SMB advertisers or global clients.

Requirements

Must-haves

Be part of a dynamic and innovative team focused on shaping the future of TikTok's monetization products.
Troubleshooting: Investigating and resolving technical issues raised by both internal stakeholders and advertisers via ticketing systems.
Product Support Enablement: Supporting the rollout and adoption of new advertising products and features, ensuring advertisers experience a smooth transition.
Vendor Training & Upskilling: Coaching vendor teams to improve quality and efficiency, and ensuring technical alignment across global support hubs.
Quality Audits & Knowledge Management: Performing QA audits of resolved tickets, identifying knowledge gaps, and contributing to the improvement of internal documentation.
Technical Collaboration: Acting as a bridge between client-facing and product/engineering teams, ensuring advertiser needs are clearly translated into actionable improvements.
Minimum Qualification(s)
Bachelor’s degree in computer science, similar technical field of study or equivalent practical experience
2+ years of experience in customer support, technical support, product operations, or customer success.
Fluent in written and spoken English and Japanese, to communicate fluently with stakeholders and cross-functional teams across APAC including Japan and Singapore.
Ability to troubleshoot product and technical issues via tickets
Strong communication skills when interacting with internal stakeholders and advertisers.
Basic data awareness and attention to detail for quality audits and documentation.
Ability to collaborate effectively across teams and align on action items.
Experience with advertising monetization products or platform products.
Experience working with global support hubs or vendor teams.
Experience in knowledge base management, QA audits, or process improvement.
Familiarity with ticketing systems and advertiser support workflows.
Strong problem-solving skills and ability to work independently.
Proactive, structured, and able to manage multiple tasks efficiently.
Experience supporting product launches and feature rollouts.
Ability to create training materials and conduct up-skilling for teams.
Experience working with SMB advertisers or global clients.

Nice-to-haves

Preferred Qualification(s)

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: tiktok
Effort: medium