Technical Customer Support Analyst

About the company

The company is the pioneer and leader of incrementality-based media measurement and optimization. Since 2017, leading brands have used our AI-powered, all-in-one platform to manage, test, plan, and optimize over $35 billion in full-funnel media investments. The company's unique combination of automated experimentation, media mix modeling, and industry-leading expertise helps marketers prove the incremental impact of their advertising and maximize ROI with unmatched ease, accuracy, and efficiency.

The Role

This position will report to the Director, Customer Support Operations and will provide front-line technical support to the company customers, handling support inquiries, troubleshooting platform issues, and ensuring exceptional customer experiences. As a Technical Customer Support Specialist, you will be the first point of contact for customers experiencing technical challenges, triaging issues, resolving common problems, and escalating complex technical matters to Technical Support Engineers. You will help customers navigate the platform, answer product questions, troubleshoot basic data issues, and maintain documentation that enables customer self-service and team efficiency.

This role is ideal for someone early in their technical support career who wants to build expertise in data platforms, marketing technology, and customer success while working in a fast-paced, growth-stage SaaS environment.

At the company, we equip every team member with best-in-class technology to fuel extraordinary outcomes. We expect our team to continuously evolve alongside these tools, using AI as a partner for momentum and innovation — raising the bar on everything we build. Our people own the final voice, judgment, and accountability behind every deliverable.

Requirements

Key Responsibilities

Customer Support & Issue Triage

• Respond to customer support inquiries via ticketing system, email, Slack, and chat within SLA timeframes

• Triage incoming support requests, assessing severity, impact, and appropriate routing (resolve, escalate, or redirect)

• Resolve common technical issues including login problems, access permissions, basic platform navigation, and report generation

• Provide clear, friendly, and professional responses to customer questions about platform functionality and product features

• Escalate complex technical issues to Technical Support Engineers with detailed context, reproduction steps, and customer impact assessment

• Follow up with customers to ensure issue resolution and satisfaction

• Manage ticket queue effectively, meeting response time and resolution SLAs

Platform Support & Customer Enablement

• Help customers navigate the company's platform, explaining features, workflows, and best practices

• Answer product questions about reporting, dashboards, data visualization, and platform capabilities

• Guide customers through common tasks such as running reports, exporting data, and accessing historical results

• Troubleshoot basic data questions including understanding metrics, interpreting outputs, and identifying discrepancies

• Provide product education and tips that help customers maximize platform value

• Create positive customer experiences through responsive, empathetic, and solution-oriented support

Data Quality & Basic Troubleshooting

• Conduct initial investigation of data quality questions, validating data availability and basic accuracy checks

• Identify obvious data gaps or anomalies and document findings for Technical Support Engineer review

• Verify data integration status and confirm data is flowing from advertising platforms and analytics tools

• Check for common data issues such as missing credentials, expired tokens, or configuration errors

• Escalate data integrity issues to Technical Support Engineers with clear documentation of symptoms and customer impact

Documentation & Knowledge Management

• Document support interactions accurately in ticketing system with clear notes for future reference

• Contribute to internal documentation including troubleshooting guides, FAQ responses, and process updates

• Help maintain customer-facing knowledge base articles and help center content

• Identify recurring questions and suggest knowledge base articles or self-service resources

• Share learnings with team members to improve collective knowledge and support quality

Cross-Functional Collaboration

• Partner with Customer Success Managers to keep them informed of technical issues affecting their accounts

• Collaborate with Technical Support Engineers on escalated issues, providing additional context as needed

• Coordinate with Product team on feature questions, bug reports, and customer feedback

• Support Solutions team with post-implementation questions and onboarding-related inquiries

• Participate in team meetings, training sessions, and knowledge-sharing activities

Continuous Learning & Development

• Develop technical knowledge of the company's platform, data architecture, and measurement methodologies

• Learn about marketing technology ecosystem including advertising platforms, analytics tools, and data integrations

• Build foundational understanding of incrementality measurement, media mix modeling, and attribution concepts

• Participate in training programs, product demos, and technical enablement sessions.

• Leveraging AI for an Agentic approach across applicable operations.

• Seek feedback and coaching to continuously improve support skills and technical expertise

Operational Support

• Track and report on support metrics including ticket volume, response times, and customer satisfaction

• Participate in support coverage including scheduled shifts and rotation responsibilities

• Contribute to process improvement initiatives and team efficiency projects

• Maintain high quality standards for customer communication and ticket documentation

• Support team goals around CSAT scores, SLA compliance, and operational excellence

• Leveraging AI assisted tools to assist in optimizing various operational workflows.

Ideal Experience

Required Experience

• 1-3 years of experience in customer support, technical support, or customer success in B2B SaaS or technology companies

• Basic technical aptitude with ability to learn data platforms, software applications, exposure to AI tools and Agentic approach to operational workflows.

• Excellent spoken and written English communication skills with customer-friendly, professional tone

• Strong problem-solving skills with ability to troubleshoot issues systematically

• Customer-first mindset with patience, empathy, and commitment to delivering great experiences

• Ability to manage multiple priorities and work effectively in fast-paced environments

• Experience using ticketing systems (Zendesk, Intercom, Freshdesk, Jira Service Desk) or willingness to learn

• Comfortable with ambiguity and learning new concepts quickly

• Detail-oriented with strong organizational skills and follow-through

• BA/BS preferred; background in business, communications, or related field

Technical Skills (Preferred)

• Intermediate familiarity with marketing platforms (Facebook Ads, Google Ads, LinkedIn Ads, etc.)

• Experience with analytics tools (Google Analytics, Adobe Analytics) a plus

• Understanding of data concepts such as metrics, dimensions, and aggregations

• Comfort navigating software applications and learning new platforms quickly

• Basic Excel/Google Sheets skills for data review and validation

• Exposure to SQL or data querying a plus, but not required

• MultiTasking: Comfortable handling requests coming across 20+ clients and helping resolve within expected SLA.

Personal Characteristics

• Eagerness to Learn: Genuinely interested in developing technical skills and building expertise in data platforms and marketing technology

• Customer Empathy: Naturally empathetic and patient when helping customers solve problems

• Strong Analytical skills: Ability to interpret data and identify actionable needs

• Positive Attitude: Maintains optimistic, solution-oriented approach even when facing challenging situations

• Team Player: Collaborates well, asks for help when needed, and contributes to team success

• Clear Communicator: Writes clearly and professionally; avoids technical jargon when speaking with customers

• Dependable: Reliable, punctual, and committed to meeting commitments and SLAs

• Curious: Asks thoughtful questions and seeks to understand root causes rather than just symptoms

• Coachable: Receptive to feedback and committed to continuous improvement

• Leads with integrity and embraces diversity in all forms

Benefits

• 100% Remote

• Competitive Total Rewards and flexible paid time off

• Opportunities to give back through the company for Good

• Engaged, diverse, and curious culture

• Award-winning technology powered by an agile, collaborative team