Platform User Operations Specialist, TikTok Platform Responsibility

TikTok
Singapore
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 1+ yearsEducation: bachelorsSkills: ["Problem-solving","Critical thinking","Analytical","Independent work","Communication","Teamwork","Learning ability","Adaptability","Initiative","Ownership"]

Provide 24/7 technical troubleshooting and consulting for internal platform users and business partners. Respond to user queries via internal tools and IM chat, diagnose issues using internal databases and engineering-provided solutions, and follow up until cases are resolved. Maintain SOPs, write daily reports, follow escalation processes, and analyze tickets to recommend process improvements. Support training and user feedback projects and partner with Engineering on product optimizations.

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FursaFursa
TikTok
TikTok
1 month ago

Platform User Operations Specialist, TikTok Platform Responsibility

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 23 hours agoStatus: Live

Job Summary

Provide 24/7 technical troubleshooting and consulting for internal platform users and business partners. Respond to user queries via internal tools and IM chat, diagnose issues using internal databases and engineering-provided solutions, and follow up until cases are resolved. Maintain SOPs, write daily reports, follow escalation processes, and analyze tickets to recommend process improvements. Support training and user feedback projects and partner with Engineering on product optimizations.
Location: Singapore
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

  • •Respond to user queries in a timely and accurate manner via internal platform and IM chat.
  • •Troubleshoot technical issues quickly using internal databases, workarounds, and engineering-provided solutions.
  • •Follow up with users to ensure reported technical issues are resolved.
  • •Analyze tickets to identify process improvement opportunities and maintain SOPs.
  • •Support training and user feedback projects and partner with Engineering on product optimizations.

Key Requirements

  • •Bachelor's degree in Computer Science (or related) or at least 1 year of experience in technical consulting, technical troubleshooting/application support, and working with engineering teams.
  • •Familiarity with HTML, JavaScript, SQL, HTTP protocols, and internet technologies.
  • •Excellent problem-solving, critical thinking, and analytical ability, with experience organizing and working independently under rapidly changing priorities.
  • •Ability to rotate across all shifts in a 24/7 operation (5 days/week) with some weekend availability.
  • •Preferred: demonstrated ability to code and construct complex SQL queries.
Experience:1+ yearsTechnical troubleshootingApplication supportEngineering collaboration24/7 support
Education:Bachelor's in Computer Science
Skills:Problem-solvingCritical thinkingAnalyticalIndependent workCommunicationTeamworkLearning abilityAdaptabilityInitiativeOwnership
Tech Stack:HTMLJavaScriptSQLHTTPInternet technologies

Company Brief

TikTok
Short-form video platform that lets users create, share, and discover entertainment content through algorithmic recommendations. It also offers advertising and creator tools for brands, influencers, and businesses.
Industry: Digital Media
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Singapore, Singapore
Founded: 2016
WebsiteLinkedIn