Senior Support Analyst: Zendesk, Data & Tech Comms

ISpot

New York (NY)

Hybrid

USD 83,000 - 101,000

Full time

4 days ago

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Benefits offered by this job

Equity in company

Competitive benefits

Job summary

iSpot in New York, NY is seeking a Senior Support Analyst to join our team. You will collaborate with multiple internal teams and external stakeholders to deliver an exceptional customer experience across iSpot’s client portfolio, leading technical communications as the primary client contact.

The role requires domain knowledge, technical proficiency and exceptional written communication. You will own incident response, data verification, pixel QA and coordination with Engineering, Solutions,

Qualifications

Experience generating, validating, and troubleshooting digital tracking tags across web and streaming.
Proven ticket queue management experience using Zendesk/Jira/Salesforce to track performance.
Experience integrating AI into technical support workflows for analysis and automation.
Strong written and verbal communication with client-facing leadership experience.

Responsibilities

Escalate complex issues with Zendesk tickets and maintain 24-hour SLAs.
Oversee account provisioning, user activation, and product configuration.
Lead external client communications with clear executive-focused explanations.
Own backend/UI issue resolution and document actionable findings for Engineering.
Run advanced MySQL queries to verify metadata and data issues.
Generate, QA, and validate tracking pixels across web and streaming.
Perform API diagnostics and communicate status during outages.
Mentor junior analysts and update SOPs and knowledge bases.