Frontline Tech Support Analyst I — Shape Customer Journeys

Invoca; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Invoca is looking for a Customer Support Analyst to own the inbound support flow, triaging issues across campaigns, call routing, numbers, and integrations. You will diagnose problems, resolve or escalate with the right context, and contribute to supporting teammates.

You will become a platform and marketing-tech expert, gaining fluency in the Invoca UI and related tools, so you can communicate effectively with customers and internal teams.

Qualifications

• Minimum 1+ year in a customer-facing support role within SaaS or marketing tech.
• Ability to troubleshoot by asking questions and checking data, not just follow scripts.
• Comfort with ambiguity and narrowing issues to specific configs or integrations.
• Clear writing to document findings and actions for teammates.

Responsibilities

• Own the front line of inbound support, triaging tickets and calls across campaigns and integrations.
• Become fluent in the Invoca UI and campaign configuration, speaking the customer's language.
• Provide proactive status updates to keep customers and CSMs informed.
• Build and update knowledge base as you resolve issues.
• Research problems using team tools and ask precise, scoped questions.
• Share on-call load and triage or resolve urgent issues during off-hours.
• Use approved AI tools to speed up triage and draft articles, with potential automation in time.

Skills

Customer-facing

SaaS

Troubleshooting

Documentation

Communication under pressure

Tools

Kibana

VoIP Monitor

Number management tool

Google Marketing Suite

Claude

gumloop

Cursor

Job description

Invoca is looking for a Customer Support Analyst to own the inbound support flow, triaging issues across campaigns, call routing, numbers, and integrations. You will diagnose problems, resolve or escalate with the right context, and contribute to supporting teammates.

You will become a platform and marketing-tech expert, gaining fluency in the Invoca UI and related tools, so you can communicate effectively with customers and internal teams.