Product Specialist

Product Specialist (Junior/Mid-Level)

Location: Remote (EMEA)

Department : Product

About Channel Factory

Channel Factory provides intelligent marketing solutions for the next generation of contextual safety, suitability, and performance for brands and agencies. Our platform helps marketers implement, automate, and scale their marketing programs across the world's largest video library, YouTube, and emerging growth channels. We sit at the intersection of marketing and suitability and have a mission of enabling the world's top brands to consciously connect with the right audience in the right context, maximizing suitability and contextual performance.

Channel Factory embodies a strong culture that values diversity, collaboration, and results. Our bias towards execution balances critical thinking, analysis, and pragmatic problem solving. We expect a lot from one another and value our thoughtful and intellectually curious company culture.

Summary:

We're looking for a Product Specialist who's part detective, and part ER nurse for our tech — calm under pressure, methodical, and relentless in diagnosing the real issue. You'll be the first line of defense for our internal teams in our Product Support Portal (Jira), ensuring every ticket gets the right attention, structure, and speed. You'll chase clues, connect dots, and keep even the most senior folks accountable for follow-ups — because keeping the system healthy means no one escapes triage. 

If you take pride in your razor-sharp attention to detail, a knack for spotting patterns others miss, rock-solid reliability, and the kind of moral spine that keeps standards high when no one's watching, love solving puzzles, keeping chaos under control, and calling out broken processes — you'll fit right in.

We're a remote-first, globally connected team that believes in feedback, focus time, and Friday memes.

What You'll Do

• Triage, prioritize, and manage incoming tickets in the Product Support Portal.
• Resolve issues independently whenever possible through investigations, admin actions, configurations, or settings updates.
• Identify when to escalate — and chase responses to keep resolutions on track.
• Monitor ticket timelines and make sure SLAs and response expectations are met.
• Communicate clearly and proactively with requestors and internal teams.
• Provide training and guidance to internal users.
• Keep documentation and support materials up to date with recurring questions and solutions.
• Collaborate closely with Product, Engineering, and Business teams to continuously improve the support process.

What You'll Bring

• Solid understanding of AdTech, digital media buying, or ad delivery ecosystems.
• 1–3 years of experience in Product or Tech Support, Product Operations, or a related role.
• Experience in data analytics, taxonomy management, or UX optimization.
• Familiarity with Jira, Zendesk, or other enterprise-level ticketing systems.
• AI-curiousity or fluency — you are eager to automate workflows, experiment with AI tools, and improve efficiency.
• Strong problem-solving mentality — you look for root causes, not band-aids.
• Structure and organization, with an eye for constant process improvement.
• Confident communication skills and persistence to chase and follow up when progress stalls.
• Ability to explain complex topics simply — whether in writing, live training, or quick Looms.
• Full professional proficiency in English (spoken and written).

Bonus Points If You…

• Speak multiple languages — our teams are global, and communication agility is gold.
• Have a degree in Product, Engineering, Data Science, or related technical disciplines.

Why Join Us?

• We're a people-first company with a passion for fresh thinking, bold ideas, and driving change across the digital ecosystem.
• Take ownership of client relationships and lead strategic initiatives for global brands and agencies.
• Operate in a fast-paced, data-led environment where you can drive real impact.
• Grow your expertise in contextual and programmatic advertising solutions.
• Collaborate with a supportive, inclusive team that values creative thinking and continuous learning.
• Access clear development pathways and career progression opportunities.
• Enjoy a competitive salary and benefits package.