Triage Specialist gTech Sellside GAM The Triage Specialist is the first point of internal contact for all incoming GAM L1 cases. This role is critical for ensuring optimal case routing, accurate priority assignment, and effective hand-offs to the appropriate Product Support teams, driving efficient case lifecycle management. This is a high-visibility role critical to the health of the support ecosystem, ensuring that complex technical issues are accurately prioritized, intelligently routed, and seamlessly transitioned to specialized Product Support teams. Beyond technical routing, this role demands operational leadership and a deep mastery of GAM workflows to minimize friction in the case lifecycle. Minimum Qualifications: Professional Experience: 5-7 years in Ad Tech product support or technical operations, with at least 3-5 years focused specifically on the Google Ad Manager ecosystem. Bachelor’s degree in a relevant field; a technical or analytical background is highly preferred. Proven hands-on expertise in GAM delivery troubleshooting, ad-tagging, and publisher-side workflow optimization. 2+ years of experience in a lead or capacity management role, with a track record of mentoring technical analysts. Sophisticated verbal and written command, capable of distilling complex technical status into concise executive updates. Metrics-Driven: Deep experience in performance auditing, workforce management, and data-driven reporting. Key Skills: SLA Governance & Leadership: Expert ability to steer shift-level operations, ensuring the teams remain compliant with aggressive SLA targets while fostering a high-performance culture. Advanced proficiency in dynamic case allocation and mitigation, ageing management, and handling of critical escalations. Proficiency in interpreting real-time data to identify throughput bottlenecks and implement preemptive corrective measures. Strong interpersonal skills to manage internal expectations and facilitate smooth hand-offs between global cross-functional teams. Key Responsibilities: Maintain a mastery-level understanding of specialized GAM support paths, specifically the Onshoring and Consult frameworks, to ensure zero-loss case transitions. Navigate ticketing ecosystems and live operational visualization tools with high proficiency to ensure total queue transparency. Lead rigorous audits and parti
