Technical Customer Support Analyst

Measured

United States

Remote

USD 55,000 - 85,000

Full time

14 days+

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Benefits offered by this job

100% Remote

Flexible PTO

Measured for Good

Diverse culture

Award-winning technology

Job summary

Measured is seeking a Technical Customer Support Specialist to join our Customer Support Operations team. You will be the first point of contact for customers, triaging issues, guiding them through the platform, and resolving common technical problems to ensure a great experience.

Ideal candidates are early in their technical support career, with 1–3 years of SaaS support experience, strong English communication, and a willingness to learn data platforms and AI-enabled workflows in a

Qualifications

1–3 years in customer support, technical support, or customer success in B2B SaaS.
Strong English communication, professional tone.
Ability to troubleshoot data and platform issues.
Experience with ticketing systems (Zendesk, Intercom, Freshdesk, Jira Service Desk) preferred.
Comfort with learning new platforms quickly.

Responsibilities

Respond to customer inquiries via ticketing system, email, Slack, and chat within SLA.
Triaging requests by severity and routing appropriately.
Resolve common technical issues like login problems and report generation.
Escalate complex issues with context to engineers.
Create and maintain knowledge base articles and self-service resources.
Collaborate with product and solutions teams on issues and feedback.
Track support metrics and participate in shift coverage.
Continuously learn platform data concepts and AI-enabled workflows.

Skills

Customer support

Technical aptitude

English communication

Problem-solving

Multitasking

Attention to detail

Education

BA/BS preferred

Tools

Zendesk

Intercom

Freshdesk

Jira Service Desk

SQL

Job description

About Measured

Measured is the pioneer and leader of incrementality-based media measurement and optimization. Since 2017, leading brands have used our AI-powered, all-in-one platform to manage, test, plan, and optimize over $35 billion in full-funnel media investments. Measured's unique combination of automated experimentation, media mix modeling, and industry-leading expertise helps marketers prove the incremental impact of their advertising and maximize ROI with unmatched ease, accuracy, and efficiency.

The Role

This position will report to the Director, Customer Support Operations and will provide front-line technical support to Measured customers, handling support inquiries, troubleshooting platform issues, and ensuring exceptional customer experiences. As a Technical Customer Support Specialist, you will be the first point of contact for customers experiencing technical challenges, triaging issues, resolving common problems, and escalating complex technical matters to Technical Support Engineers. You will help customers navigate the platform, answer product questions, troubleshoot basic data issues, and maintain documentation that enables customer self-service and team efficiency.

This role is ideal for someone early in their technical support career who wants to build expertise in data platforms, marketing technology, and customer success while working in a fast-paced, growth-stage SaaS environment.

At Measured, we equip every team member with best-in-class technology to fuel extraordinary outcomes. We expect our team to continuously evolve alongside these tools, using AI as a partner for momentum and innovation — raising the bar on everything we build. Our people own the final voice, judgment, and accountability behind every deliverable.

Key Responsibilities

Customer Support & Issue Triage

Respond to customer support inquiries via ticketing system, email, Slack, and chat within SLA timeframes
Triage incoming support requests, assessing severity, impact, and appropriate routing (resolve, escalating, or redirect)
Resolve common technical issues including login problems, access permissions, basic platform navigation, and report generation
Provide clear, friendly, and professional responses to customer questions about platform functionality and product features
Escalate complex technical issues to Technical Support Engineers with detailed context, reproduction steps, and customer impact assessment
Follow up with customers to ensure issue resolution and satisfaction
Manage ticket queue effectively, meeting response time and resolution SLAs

Platform Support & Customer Enablement

Help customers navigate Measured's platform, explaining features, workflows, and best practices
Answer product questions about reporting, dashboards, data visualization, and platform capabilities
Guide customers through common tasks such as running reports, exporting data, and accessing historical results
Troubleshoot basic data questions including understanding metrics, interpreting outputs, and identifying discrepancies
Provide product education and tips that help customers maximize platform value
Create positive customer experiences through responsive, empathetic, and solution-oriented support

Data Quality & Basic Troubleshooting

Conduct initial investigation of data quality questions, validating data availability and basic accuracy checks
Identify obvious data gaps or anomalies and document findings for Technical Support Engineer review
Verify data integration status and confirm data is flowing from advertising platforms and analytics tools
Check for common data issues such as missing credentials, expired tokens, or configuration errors
Escalate data integrity issues to Technical Support Engineers with clear documentation of symptoms and customer impact

Documentation & Knowledge Management

Document support interactions accurately in ticketing system with clear notes for future reference
Contribute to internal documentation including troubleshooting guides, FAQ responses, and process updates
Help maintain customer-facing knowledge base articles and help center content
Identify recurring questions and suggest knowledge base articles or self-service resources
Share learnings with team members to improve collective knowledge and support quality

Cross-Functional Collaboration

Partner with Customer Success Managers to keep them informed of technical issues affecting their accounts
Collaborate with Technical Support Engineers on escalated issues, providing additional context as needed
Coordinate with Product team on feature questions, bug reports, and customer feedback
Support Solutions team with post-implementation questions and onboarding-related inquiries
Participate in team meetings, training sessions, and knowledge-sharing activities

Continuous Learning & Development

Develop technical knowledge of Measured's platform, data architecture, and measurement methodologies
Learn about marketing technology ecosystem including advertising platforms, analytics tools, and data integrations
Build foundational understanding of incrementality measurement, media mix modeling, and attribution concepts
Participate in training programs, product demos, and technical enablement sessions.
Leveraging AI for an Agentic approach across applicable operations.
Seek feedback and coaching to continuously improve support skills and technical expertise

Operational Support

Track and report on support metrics including ticket volume, response times, and customer satisfaction
Participate in support coverage including scheduled shifts and rotation responsibilities
Contribute to process improvement initiatives and team efficiency projects
Maintain high quality standards for customer communication and ticket documentation
Support team goals around CSAT scores, SLA compliance, and operational excellence
Leveraging AI assisted tools to assist in optimizing various operational workflows.

Ideal Experience

Required Experience

1-3 years of experience in customer support, technical support, or customer success in B2B SaaS or technology companies
Basic technical aptitude with ability to learn data platforms, software applications, exposure to AI tools and Agentic approach to operational workflows.
Excellent spoken and written English communication skills with customer-friendly, professional tone
Strong problem-solving skills with ability to troubleshoot issues systematically
Customer-first mindset with patience, empathy, and commitment to delivering great experiences
Ability to manage multiple priorities and work effectively in fast-paced environments
Experience using ticketing systems (Zendesk, Intercom, Freshdesk, Jira Service Desk) or willingness to learn
Comfortable with ambiguity and learning new concepts quickly
Detail-oriented with strong organizational skills and follow-through
BA/BS preferred; background in business, communications, or related field

Technical Skills (Preferred)

Intermediate familiarity with marketing platforms (Facebook Ads, Google Ads, LinkedIn Ads, etc.)
Experience with analytics tools (Google Analytics, Adobe Analytics) a plus
Understanding of data concepts such as metrics, dimensions, and aggregations
Comfort navigating software applications and learning new platforms quickly
Basic Excel/Google Sheets skills for data review and validation
Exposure to SQL or data querying a plus, but not required
MultiTasking: Comfortable handling requests coming across 20+ clients and helping resolve within expected SLA.

Personal Characteristics

Eagerness to Learn: Genuinely interested in developing technical skills and building expertise in data platforms and marketing technology
Customer Empathy: Naturally empathetic and patient when helping customers solve problems
Strong Analytical skills: Ability to interpret data and identify actionable needs
Positive Attitude: Maintains optimistic, solution-oriented approach even when facing challenging situations
Team Player: Collaborates well, asks for help when needed, and contributes to team success
Clear Communicator: Writes clearly and professionally; avoids technical jargon when speaking with customers
Dependable: Reliable, punctual, and committed to meeting commitments and SLAs
Curious: Asks thoughtful questions and seeks to understand root causes rather than just symptoms
Coachable: Receptive to feedback and committed to continuous improvement
Leads with integrity and embraces diversity in all forms