Skills

Communication

Job Specifications

Triage Specialist I

Duration: 12 months

Location: UK – MUST BE UK BASED

Working Hours: Monday to Friday, 9:00am – 6:00pm

Onsite Requirements Remote

Engagement Type: Via PAYE

Hourly Rate: £25.48 - £30 (DoE)

Job Overview

Atrium Global is supporting our client in hiring a Triage Specialist to join their Product Support Insights function. The role delivers Tier 3 technical support for advertising and commerce products, handling complex customer issues, technical escalations, and contributing to product quality improvements.

RESPONSIBILITIES

Investigate and troubleshoot complex issues affecting advertising and commerce platforms
Analyse logs and data to identify root causes and recommend solutions
Prioritise and manage escalations based on severity and impact
Maintain strong communication with customers and internal stakeholders
Own tickets end-to-end and provide timely progress updates
Identify recurring issues and contribute insights to product teams
Support operational improvement efforts and share best practices
Manage approximately 100 technical support tickets per month

REQUIREMENTS

Bachelor’s degree in Computer Science, Engineering, or related field
2+ years’ experience in technical support, software engineering, or a related technical environment
Hands-on troubleshooting experience across advertising technology platforms
Strong analytical and diagnostic skills
Excellent communicator and collaborator across cross-functional teams
Able to work efficiently in a fast-paced, operational support environment
Exposure to working with engineering teams on escalations is a strong advantage

NICE TO HAVE

Support experience with platforms such as TikTok, Snapchat, Google Ads or similar
Experience working within a large tech or advertising technology organisation
Ability to generate insight and operational reporting
Experience working within remote or distributed teams

Legal Right to Work

Applicants must have the legal right to work in the UK. No sponsorship provided for this position.

About the Company

Understanding the complexities of the work landscape and how to utilise the extended workforce to drive organisational success is our expertise. Whether you need access to inspired talent or help designing and managing a scalable contingent workforce programme, we have proven solutions and services, custom-designed to solve your business challenges. Know more