Sr. Customer Support Analyst

iSpot; United States; Remote; USD 110,000 - 150,000; Full time

Benefits offered by this job

Equity

Job summary

iSpot, a Seattle-based startup, seeks a Senior Support Analyst to lead technical communications and be the primary technical point of contact for clients across the portfolio.

You will own backend/UI issue resolution, run data checks with MySQL, and oversee escalation processes while mentoring analysts and shaping knowledge bases for scalable support.

Qualifications

• Experience in digital ad-tech support or similar high-volume environments.
• Excellent written and verbal communication for executive audiences.
• Experience with Zendesk, Jira, Salesforce, or similar ticketing systems.
• Ability to translate complex platform methodologies into clear documentation.
• Familiarity with data workflows and API diagnostics.
• Strong attention to detail and process orientation.

Responsibilities

• Senior Queue Management: final escalation point for complex tickets with 24-hour SLAs.
• Account & User Activation: oversee provisioning, access setups, and advanced product configuration.
• Technical Communication: lead external client communications with clear executive-ready explanations.
• Technical Ownership: diagnose, reproduce, and document UI/backend issues; coordinate with Engineering via Jira.
• Data Verification & Querying: run MySQL queries to validate metadata and data processing.
• Pixel Generation & QA: generate and QA tracking tags and pixels across web/streaming platforms.
• API Diagnostics: perform API checks and diagnostics before escalation.
• Outage Communications: draft and publish platform status updates during outages.
• Innovative Problem Solving: identify systemic issues and implement new workflows.
• Mentorship & Guidance: coach junior analysts through shadowing and training.

Skills

Technical Writing

Analytical Thinking

Cross-functional Collaboration

Mentorship

Strategic Problem Solving

Tools

Zendesk

Jira

Salesforce

MySQL

Job description

Immigration / Work Authorization Notice: Applicants must be currently authorized to work in the United States. iSpot is not able to sponsor or take over sponsorship of an employment visa for this position at this time.

iSpot competes for the best talent. Our compensation packages consist of salary and equity in one of Seattle's hottest start-ups, as well as other standard benefits. Most importantly, we provide a really interesting working experience, and the chance to contribute to the success of something great.

iSpot is looking for a Senior Support Analyst to join our team. In this role, youwill collaborate with multiple internal teams and external stakeholders to deliver an exceptionalcustomer experience across iSpot's entire client portfolio. This position requires a unique blend of domain-specific product knowledge, technical proficiency, and exceptional written communication skills. As a senior member of the team, you will lead technical communications and serve as a primary technical point of contact for our clients

Responsibilities:

• Senior Queue Management: Serve as the final escalation point for complex Zendesk tickets, maintaining strict 24-hour SLAs while overseeing ticket labeling, taxonomy, and queue performance metrics.
• Account & User Activation: Review client contracts and order forms to execute and oversee complex account provisioning, user access setups, and advanced product configuration.
• Technical Communication: Lead external client communications, translating complex methodologies, data ingestion workflows, and reporting metrics into clear, executive-ready written explanations.
• Technical Ownership: Ownership of backend and UI issue resolution. Evaluate, troubleshoot, and replicate complex UI bugs and data discrepancies; document actionable findings, elevate unresolved issues to Engineering via Jira within 24 hours, communicate status updates to users and validate release.
• Data Verification & Querying: Execute advanced backend database queries via MySQL to validate metadata and airings, track data processing, and isolate root causes of reported data issues.
• Pixel Generation & QA: Quickly and independently generate, validate, and QA complex custom tracking tags and pixels using correct parameters, IDs, and DSP specifications across web and streaming platforms.
• API Diagnostics: Execute API calls matching dashboard functionality and perform in-depth technical diagnostics prior to escalating to Engineering.
• Outage Communications: Lead platform status communications during Severity 1-2 system outages, independently drafting, reviewing, and publishing timely, polished, executive- and client-ready technical updates.
• Innovative Problem Solving: Proactively identify systemic technical issues, driving the development and implementation of new solutions and workflows to prevent recurring tickets.
• Mentorship & Guidance: Mentor and guide Level I, Level II, and Level III analysts through ticket shadowing, technical workflow coaching, and skill development.
• Knowledge Management & Process Evolution: Take full ownership of standard operating procedures, knowledge bases, and internal troubleshooting guides, continually updating them to reflect platform changes and new technical solutions.
• Cross-Functional Operations: Partner with Solutions, Content Operations, Product, Engineering, and Commercial teams to advocate for customer needs, optimize internal resolution paths, and inform product enhancements.

Qualifications and Education Requirements:

• Tracking & Pixel QA (3+ Years): Direct experience generating, validating, and troubleshooting digital tracking tags/pixels across web and streaming environments.
• Platform & Operations (4+ Years): Proven experience in ticket queue management, response macros, and metadata tagging in Zendesk, Jira, Salesforce, or similar platforms. Demonstrated ability to track, report, and improve personal and team performance metrics.
• AI Tools & Prompt Engineering: Demonstrated ability to integrate AI into technical support workflows. Proven capability in structured prompt engineering, context optimization, and utilizing AI for rapid data analysis, script generation, and drafting technical correspondence.
• Technical Writing & Communication: Exceptional written and verbal communication skills, with a track record of leading client-facing communications and explaining complex platform methodologies to non-technical and executive audiences.
• Strategic Problem Solving: Superior critical thinking skills with a methodical approach to identifying root causes across interconnected systems and engineering novel solutions.
• Detail & Adaptability: Highly organized and process-oriented, with the adaptability and leadership needed to thrive in a fast-evolving ad-tech