Tech Support Analyst I — AI-Driven Frontline Troubleshooter

Socket.dev; San Francisco (CA); On-site; USD 70,000 - 100,000; Full time

Job summary

Invoca is seeking a customer-focused Technical Support Analyst I to triage inbound tickets and calls, diagnose issues across campaigns and integrations, and resolve or hand off with context. You will contribute to knowledge base, work with AI tools to speed triage, and collaborate with CS and production teams in a fast-paced environment.

Hours are 8 am–5 pm PST with team coverage from 5 am–5 pm PST. The role offers growth toward Analyst II and beyond within Invoca’s AI-first support path.

Qualifications

• 1+ year in a customer-facing, marketing- or SaaS-related support role.
• Ability to diagnose issues by asking questions and data checks.
• Comfort with ambiguity and narrowing a ticket to a specific config.
• Ability to document findings clearly for teammates.

Responsibilities

• Own the front line of inbound support via tickets and calls.
• Become a platform and marketing-tech expert in Invoca UI and campaigns.
• Keep customers and CSMs updated with proactive status reports.
• Build and update knowledge base for faster future resolutions.

Skills

Customer-facing

Troubleshooting

Ambiguity tolerance

Clear writing

Growth mindset

On-call experience

AI tools

Tools

AI tools like Claude

Kibana

VoIP Monitor

Job description

Invoca is seeking a customer-focused Technical Support Analyst I to triage inbound tickets and calls, diagnose issues across campaigns and integrations, and resolve or hand off with context. You will contribute to knowledge base, work with AI tools to speed triage, and collaborate with CS and production teams in a fast-paced environment.

Hours are 8 am–5 pm PST with team coverage from 5 am–5 pm PST. The role offers growth toward Analyst II and beyond within Invoca’s AI-first support path.