Aquent
Triage Specialist [AQ-18101]
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Aquent is proud to partner with a global technology leader
Aquent is proud to partner with a global technology leader that is redefining how people connect, share, and engage online. This innovative company is at the forefront of developing groundbreaking advertising and commerce solutions that empower businesses worldwide. Join a team where your expertise will directly contribute to the stability, performance, and evolution of critical platforms, impacting millions of users and businesses every day.
Are you a highly skilled technical problem-solver with a deep passion for digital advertising? We are seeking an exceptional individual to join our client’s dynamic team, where you will be instrumental in safeguarding the quality and performance of their cutting-edge advertising and commerce products. This isn’t just a role; it’s an opportunity to become a pivotal technical liaison, driving systemic improvements, resolving the most complex client challenges, and directly influencing the future direction of industry-leading technologies. Your work will have a tangible impact on high-value clients and the overall health of a massive digital ecosystem.
This is a 12 months contract, offering £30.77 per hour (PAYE). The shortlisted candidates will be contacted by COB Thur 17th Sept.
What You’ll Do
- Lead end-to-end investigations into the most complex, high-impact, and cross-product customer issues related to advertising, commerce, and creator products.
- Perform advanced data analysis, log interpretation, and systems-level debugging to pinpoint root causes and identify systemic patterns.
- Troubleshoot intricate technical issues involving advertising and business technologies and ecosystem, including Graph API, Ads Manager, Conversions API, SDK, and Pixel.
- Maintain an expert-level understanding of product architecture, advertising technologies (pixels, ad servers, auctions, delivery), data pipelines, and service interdependencies.
- Own and manage the highest-severity escalations, including executive and high-value advertiser issues.
- Partner closely with Engineering and Product leadership to drive the resolution of critical issues, escalate potential bugs, and influence product roadmap decisions.
- Conduct trend analysis and proactively identify emerging issues before they become widespread, recommending preventive actions.
- Provide consultative guidance to clients and partners on best practices and bespoke advertising setups.
- Collaborate with sales teams and high-value advertisers to resolve client issues, prioritize needs, and build market or vertical plans for technical services.
- Translate complex technical concepts and solutions into clear, understandable language for non-technical audiences, including clients and sales partners.
- Autonomously manage and prioritize a portfolio of high-value client escalations, ensuring timely and effective resolutions.
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Must-Have Qualifications
- Bachelor’s degree in Computer Science, Engineering, Marketing, or a related field.
- Experience in the Digital Advertising and/or Technology industries.
- Proven experience managing a multi-million dollar book of business, demonstrating the ability to autonomously prioritize and communicate effectively with sales and clients.
- Demonstrated experience with technical troubleshooting of advertising and business technologies and ecosystem (e.g., Graph API, Ads Manager, Conversions API, SDK, Pixel).
- Customer-facing experience, adept at translating complex technical concepts and solutions to non-technical audiences.
- Hands-on experience working with web technologies including HTML, CSS, JavaScript, and HTTP.
- Proficiency in working with SQL and RESTful APIs.
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Nice-to-Have Qualifications
- Familiarity with using AI tools to enhance productivity and quality in day-to-day work.
Client Description
Our Client is the largest social media company in the world. They have substantial B2B and B2C advertising and media platforms, as well as a nonprofit initiative. With the mission of bringing people together, they now boast over 2 billion users, and are rapidly developing as they influence the world around us.
Aquent is dedicated to improving inclusivity & is proudly an equal opportunities employer.
We encourage applications from under-represented groups & are committed to providing support to applicants with disabilities. We aim to provide reasonable accommodation for any part of the employment process, to those with a medical condition, disability or neurodivergence.
Other Requirements
This is a 12 months contract, offering £30.77 per hour (PAYE). The shortlisted candidates will be contacted by COB Thur 17th Sept.
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