Technical Support Analyst I

Invoca; Chicago (IL); On-site; USD 60,000 - 90,000; Full time

Job summary

Invoca is seeking a Technical Support Analyst to own the front line of inbound customer support, triaging issues across campaigns, call routing, and integrations. You will learn the Invoca UI, diagnose problems, and guide customers with clear updates.

You will document resolutions, contribute to the knowledge base, and participate in occasional on-call rotations. A strong SaaS background and ability to work under pressure are essential for success.

Qualifications

• 1+ year in a customer-facing, marketing- or SaaS-related support role.
• Ability to troubleshoot a technical product by asking questions and checking data.
• Comfortable with ambiguity and documenting findings clearly.

Responsibilities

• Own the front line of inbound support - triage tickets and calls, diagnose issues before escalating.
• Become a platform and marketing-tech expert - learn the Invoca UI and campaign configuration plus related tools.
• Keep customers and CSMs in the loop - provide proactive status updates on open cases.
• Build the knowledge base as you go - write and update docs for issues you resolve.
• Diagnose before you escape - research problems with team tools and ask focused questions.
• Share the on-call load - participate in off-hours rotations for urgent issues.
• Use AI as part of the job - summarize threads, draft articles, and speed up context-switching.

Skills

Customer-facing support

Troubleshooting skills

Clear written communication

SaaS experience

Tools

Kibana

VoIP Monitor

Number management tool

Google Marketing Suite

Job description

About Invoca

Invoca is the revenue execution and platform leader that helps marketing, commerce, and contact center teams turn every conversation into revenue. Through its AI agents, Invoca engages, qualifies, and converts customers across SMS and voice, orchestrating seamless buyer journeys and measurable, profitable growth. With over 300 employees, 2,000+ customers, and $100M in revenue, the company continues to lead the category it created. Invoca's AI vision centers on using trustworthy, first-party data to deliver intelligent, authentic, and empathetic AI - connecting digital and human experiences to build lasting customer relationships. Invoca has raised $184M from leading investors, including Upfront Ventures, Accel, Silver Lake Waterman, H.I.G. Growth Partners, and Salesforce Ventures.

About the Team

This team promotes a "customer-first" environment at all times. They are the frontline for every customer who runs into a wall with the platform, and as our customer base and product surface keep growing (campaigns, call routing, attribution, integrations, and AI). As part of the Engineering Team, you will work closely with our awesome Customer Success Managers, Deployment, Technical Service, Customer Experience, and Production Support teams.

About the Role

Reporting to the Sr. Manager, Customer Support, this person owns getting customers unblocked, correctly, and fast: taking inbound cases from the queue and phone line, diagnosing what's actually wrong across campaigns, call routing, numbers, and integrations, and either resolving it directly or handing it off with enough context that it doesn't bounce back. They're also expected to leave a trail behind them, contributing to and improving our knowledge base so the next case, theirs or a teammate's, goes faster.

It's a strong first step into Invoca's technical support career path: the work spans marketing technology and telecom concepts, the team is tight-knit, and there's a clearly defined path to Technical Support Analyst II and beyond for someone who's coachable and consistent. It's also part of Invoca's AI-first push: you're expected to use approved AI tools to work faster from day one, not just survive the queue. This role's primary hours will be 8 am - 5 pm PST. The support team operates between 5 am PST and 5 pm PST.

You Will

• Own the front line of inbound support - triage tickets and phone calls from the queue, diagnosing issues across campaigns, call routing, numbers, and integrations before escalating.

• Become a platform and marketing-tech expert - build fluency in the Invoca UI and campaign configuration, plus adjacent tools like the Google Marketing Suite, so you can speak the customer's language, not just ours.

• Keep customers and CSMs in the loop - deliver clear, proactive status updates on open cases so nothing goes stale or catches a CSM by surprise.

• Build the knowledge base as you go - write and update documentation for the issues you resolve, so the next analyst (including future you) solves it faster.

• Diagnose before you escape - research a problem using team tools like Kibana, VoIP Monitor, and the number management tool, and bring peers a specific, well-scoped question rather than the whole ticket.

• Share the on-call load - participate in the team's off-hours and holiday rotation, triaging or resolving urgent issues as they come up.

• Use AI as part of the job, not a side project - summarize long ticket threads, draft articles, and speed up context-switching with approved AI tools (such as Claude, gumloop, cursor, etc), then grow toward automating repetitive parts of triage as you level up.

You Have

• At least 1+ year in a customer-facing, marketing- or SaaS-related support role - comfortable being someone's first call when something is broken, and they're frustrated.
• Can hold a real troubleshooting conversation about a technical product - has diagnosed an issue by asking questions and checking data, not just following a script.
• Comfortable being handed ambiguity - given a vague "calls aren't tracking right" ticket, can narrow it down to a specific config, number, or integration before asking for help.
• Writes clearly under pressure - can document what they found and what they did in a way a teammate (or their future self) can actually use.