Technical Product Specialist, Performance/API - MPO - Austin

Tiktok - Austin, TX

Full-time - Mid Level

Austin, TX

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Technical Product Specialist for Performance/API at TikTok is responsible for providing pre and post-sales implementation and advertising support to top advertisers. This role requires a balance of customer service and technical expertise, focusing on Performance and Platforms/API monetization products. The specialist will collaborate closely with sales and product teams to resolve technical issues and enhance customer satisfaction, while also engaging in product education and support for new launches.

Responsibilities

• Handle and resolve end to end pre and post-sales queries for TikTok Performance advertising, Platforms & API products.
• Own and drive query resolution through collaboration with Product & Engineering groups.
• Partner with 3rd party partner teams to drive product education and upskilling.
• Drive overall Customer Satisfaction metrics ensuring service quality through case journey.
• Adhere to service levels across channels and achieve best in class productivity, impact and resolution times.
• Manage escalations workflows with internal cross functional teams.
• Engage and support new product launches across the advertising platform.
• Develop as a subject matter expert across assigned product area and mentor fellow team members.

Requirements

• A Bachelor's degree in Computer Science or a similar technical field.
• Experience working with technologies such as HTML, CSS, JavaScript, SQL, XML, and HTTP protocols.
• Customer-facing experience as a Technical Consultant, Support, Engineer, or Product Manager.
• Analytical experience solving problems using data and providing actionable product insights.
• Experience operating within support ticketing platforms like Jira, Zendesk, Freshdesk, or Salesforce.

Nice-to-haves

• 2+ years of experience in Ad tech/digital technology fields.
• Fluent in Spanish or Portuguese languages.
• Track record of successful collaboration with cross-functional teams including Engineering, Product Marketing Managers, Product Managers, and Sales.

Benefits

• Competitive salary and performance bonuses.
• Health insurance and wellness programs.
• Flexible scheduling and remote work options.
• Professional development opportunities.