AI-Driven Technical Support Analyst I

Invoca; Austin (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Invoca is seeking a Customer Support Analyst to own the front line of inbound support, triage tickets and calls, and diagnose issues across campaigns and integrations. You will become fluent in the Invoca UI and related tools while communicating clearly with customers and success managers.

You’ll write and update documentation, share knowledge with the team, and participate in on-call rotations. The role emphasizes using AI tools to speed up triage and support tasks from day one.

Qualifications

• 1+ year in a customer-facing, marketing- or SaaS-related support role.
• Ability to troubleshoot a technical product by asking questions and checking data.
• Comfort with ambiguity and ability to narrow issues to a specific config, number, or integration.

Responsibilities

• Own the front line of inbound support by triaging tickets and phone calls.
• Become a platform and marketing-tech expert in Invoca UI and campaign configuration.
• Keep customers and CSMs in the loop with proactive status updates.

Skills

Customer support

Troubleshooting

Communication

Documentation

Tools

Kibana

VoIP Monitor

Number management tool

Job description

Invoca is seeking a Customer Support Analyst to own the front line of inbound support, triage tickets and calls, and diagnose issues across campaigns and integrations. You will become fluent in the Invoca UI and related tools while communicating clearly with customers and success managers.

You’ll write and update documentation, share knowledge with the team, and participate in on-call rotations. The role emphasizes using AI tools to speed up triage and support tasks from day one.