Job Description

Role Overview

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.

Key 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.

Minimum Qualifications:

- 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.