Technical Product Specialist (TPS) - Performance

Role Summary

At 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, London and multiple locations in the US.

This role focuses on troubleshooting advertising performance issues(overbidding, high CPA/low ROI/tROAS, low/no spending etc) across advertiser-facing products and internal support workflows. The candidate will act as a bridge between advertisers, internal operations teams, PMs, and RDs, helping identify, investigate, and resolve delivery performance problems in a structured way.

The role covers ticket investigation, customer feedback analysis, product support enablement, knowledge base development(runbook/SOP), and dashboard maintenance. It is suitable for candidates with 2-5 years of experience in customer support, technical support, product operations, or a related support function, especially if they have exposure to advertising products or campaign performance analysis.

Responsibilities

• Investigate technical and product issues raised by internal stakeholders and advertisers through ticketing systems, with a focus on campaign delivery and performance symptoms.
• Support the launch and adoption of new advertising products and features by preparing support resources, troubleshooting guides, and enablement materials.
• Contribute to ticket quality review, issue categorization, knowledge management, and support process improvement across regional and global teams.
• Extract qualitative and quantitative feedback from ticketing systems and data platforms, then organize issues by type, customer scale, impact scope, and resolution priority.
• Translate advertiser pain points into actionable inputs for Product and Engineering, including issue background, reproduction conditions, affected scope, metric evidence, and suggested priority.
• Work with regional technical product teams and support teams to balance global troubleshooting standards with local market requirements.

Requirements

• Understanding how an ad goes from creation and review to delivery, spend, conversion, and attribution, and where anomalies may occur along this path.
• Being able to distinguish advertiser setup issues, product policy changes, data delay, system incidents, and market fluctuations.
• Using time-series comparison, segmentation, funnel breakdown, and WoW/DoD movement to locate performance anomalies.
• Tracking key metrics such as spend, impressions, clicks, conversions, CPA, CVR, CTR, and budget utilization.
• Providing Product and Engineering with clear reproduction conditions, affected scope, metric evidence, and prioritization rationale.

About the Company

The Global Business Solutions (GBS) team is responsible for the revenue growth of the TikTok business, and our teams include Sales, Marketing, Ops, Account Managers, Agency and partnerships, as well as Marketing Science.

At TikTok, our Global Business Solutions (GBS) team plays a key role in generating revenue by promoting our advertising solutions, onboarding new clients, driving ad campaigns, and more. As the TikTok community grows at an unprecedented speed around the world, our GBS team leads groundbreaking projects that are changing the landscape of the advertising industry in real time.

We're seeking an analytically driven, and detail-oriented Client Solutions Manager (CSM) Intern to join our Ecommerce Team. As a CSM, you will partner closely with Client Partners and Client Solutions Managers to drive revenue by identifying opportunities, leveraging data insights, and delivering consultative solutions for advertisers.

This role centers on client education, relationship growth, data analysis, and campaign success. You will provide strategic recommendations to both clients and internal teams, ensuring campaigns achieve business objectives while optimizing long-term partnerships. Success in this role requires strong data analytics skills, adaptability in a fast-paced environment, and a test-and-learn mindset to uncover the best solutions.