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Business Support Engineer, Triage Specialist II
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Business Support Engineer, Triage Specialist II £64,000 per annum | London | Hybrid | 6 months Contract
Our client, a leading global technology organisation, is looking for a Business Support Engineer, Triage Specialist II to investigate complex technical issues across large-scale digital advertising and commerce products.
This is a highly technical and customer-facing role, combining AdTech troubleshooting, APIs, data analysis and client partnership. You will investigate high-impact issues affecting major advertisers, identify root causes and work closely with Engineering, Product and Sales teams to drive resolution.
What You'll Be Doing
- Lead investigations into complex Ads, Commerce and Creator product issues.
- Troubleshoot advertising technologies and integrations, including Graph API, Ads Manager, Conversions API, SDKs and Pixels.
- Analyse logs, APIs and data to identify root causes and potential product bugs.
- Manage high-priority technical escalations for major advertisers.
- Partner with Engineering, Product and Sales teams to resolve critical issues.
- Translate complex technical problems into clear explanations for non-technical clients.
- Turn recurring issues and learnings into scalable SOPs and documentation.
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Must Haves
- 2+ years' experience within Digital Advertising and/or Technology.
- Strong understanding of the AdTech ecosystem, with hands-on technical troubleshooting experience.
- Experience working with APIs and log interpretation to investigate technical issues.
- Strong customer-facing experience, with the ability to communicate empathetically, build trust and explain complex technical concepts to non-technical clients.
- Ability to work effectively in a fast-changing environment, adapting quickly to new products, launches and workflows. These are the Hiring Manager's three non-negotiable areas.
- Experience with advertising technologies such as Graph API, Ads Manager, Conversions API, SDKs or Pixels.
- Experience with HTML, CSS, JavaScript and HTTP.
- Experience with SQL and RESTful APIs.
- Bachelor's degree in Computer Science, Engineering, Marketing or a related discipline.
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Nice to Have
- Experience supporting high-value advertisers or managing a significant book of business.
- Experience with technical escalation and bug investigation.
- Strong data analysis and root cause investigation skills.
- Familiarity with AI tools to improve day-to-day productivity and quality.
- Experience creating SOPs or scalable technical documentation.
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