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Product Support Specialist

1 hour ago

Bali, Indonesia Teleperformance Full time

Roles & Responsibilities:

  • Serve as the first point of contact for clients via live chat,email, and ticketing systems, ensuring quick response and resolution times.
  • Troubleshoot and guide clients through TikTok Pixel setup, Events API integration, and SDK implementation for accurate conversion tracking.
  • Analyze API request / response logs and debug server-side events to ensure seamless data flow and campaign attribution.
  • Write and execute SQL queries to extract campaign performance data, diagnose tracking discrepancies, and build troubleshooting reports.
  • Work with backend engineering teams to identify root causes of API or integration failures, providing detailed logs and error analyses.
  • Support server-to-server (S2S) event tracking integrations and troubleshoot data mapping or payload issues.
  • Collaborate with product managers and developers on bug escalations, feature requests, and integration improvements.
  • Assist clients in campaign performance optimization using insights from pixel data, attribution reporting, and event diagnostics.
  • Document integration workflows, common technical fixes, and create reusable troubleshooting guides for internal and client use.
  • Use automation tools like Zapier or custom scripts to support integration workflows when applicable.
  • Participate in QA testing for new product features related to tracking, APIs, and backend integrations before rollout.

Qualifications:

  • Bachelor's degree in Computer Science, Software Engineering, Information Systems , or a related technical field.
  • 2‒4 years of experience in backend product support, ad tech engineering support, or technical integrations (BPO or SaaS support preferred).
  • Strong SQL expertise for data analysis, debugging, and reporting tasks.
  • Proficiency with APIs, server side event tracking, webhooks, and SDK implementations.
  • Experience with TikTok Ads Manager or similar platforms like Facebook Ads or Google Ads.
  • Ability to read and debug API payloads (JSON/XML)and understand API documentation.
  • Solid understanding of conversion tracking, attribution models, and marketing analytics.
  • Excellent problem-solving and communication skills for cross functional collaboration with clients, engineering, and product teams.