Junior Technical Support Analyst

Improvado; A distancia; MXN 455,000 - 638,000; Jornada completa

Descripción de la vacante

A growing AI marketing platform in Veracruz is looking for a Technical Support Analyst to assist users with data discrepancies. You will communicate with customers, resolve technical issues using SQL, and document cases. The ideal candidate will have over a year of relevant experience, a solid understanding of SQL, and advanced English proficiency. This role offers a remote-first working environment with 27 days of PTO annually and a supportive, fun team culture.

Servicios

27 days of PTO per year

Professional development reimbursement

Remote-first environment

Fun startup environment

Formación

• 1+ year of experience as a Technical Support Analyst or in a similar role.
• Experience with SQL, including an understanding of SELECT queries.
• Basic understanding of the Linux terminal.
• Customer-oriented mindset ready to support clients.

Responsabilidades

• Communicate with customers via Helpdesk or video calls.
• Identify, research, and escalate customer problems to the appropriate team.
• Solve various technical data-related issues using SQL, Kibana, etc.
• Document regular cases.

Conocimientos

Technical Support

SQL

Data Analysis

Customer Support

English Language

Herramientas

Kibana

Linux Terminal

Google Meet

Jira

Postman

Descripción del empleo

Improvado

Is an AI-powered, unified platform designed for marketing teams in medium to large-scale enterprises and agencies, who are looking to automate complex marketing intelligence and reporting to make decisions with ease.

Improvado gathers, organizes, and untangles marketing data to deliver instant insights through BI and AI, helping to eliminate complexity, delivering laser‑focused insights to optimize budgets, enhance campaign efficiency and marketing ROI.

As a rapidly scaling Series A startup that raised 34 million dollars in funding, we’re proud to partner with globally recognized brands such as ASUS, Docker, Activision, H&R Block, and many others.

Our diverse team of curious, open, and hard‑working individuals is committed to cultivating a fast‑paced, agile culture that values personal and professional growth.

What you will do

You will help our users (marketers) fix data discrepancies.

For example, investigate why there are fewer Reddit conversions in extracted data than seen through the Reddit ads platform UI.

You might need to check all pipelines from the data source to the final SQL transformation to resolve the issue.

Responsibilities

• Communicate with customers via Helpdesk (Jira) or video calls (Google Meet)
• Identify, research, and escale customer problems to the appropriate team
• Solve various technical data‑related issues using SQL, Kibana, etc.
• Document regular cases
• Work cross‑functionally with the Customer Success, Product, Analytics, and Engineering Teams
• Be an expert on Improvado products for our customers

Requirements

• 1+ year of experience as a Technical Support Analyst or in a similar role
• Experience with SQL, including an understanding of SELECT queries, filtering, and aggregate queries
• Basic understanding of the Linux terminal
• Advanced or fluent English
• Customer‑oriented mindset ready to support clients in various cases

Nice to have

• Basic digital marketing knowledge (analytics tools, metrics, etc.)
• Experience with APIs (e.g., Facebook, Instagram, Twitter, Reddit) and Postman
• Experience with SQL window functions, UPDATE, INSERT, DELETE operations in Postgres or Clickhouse
• Experience with cloud providers (GCP, AWS, Azure)

What We Offer

• Remote‑first environment
• Strong product / market fit: marketing data product for US-based enterprises
• 27 days of PTO per year
• US holidays and additional days off
• Extremely fun & open startup environment
• Professional development reimbursement