Technical Support Analyst I - AI-Driven Frontline Support

Invoca; San Francisco (CA); Hybrid; USD 45,000 - 53,000; Full time

Benefits offered by this job

Health benefits

401(k)

Stock options

Flexible time off

Sabbatical after seven years

Job summary

Invoca is seeking a Technical Support Analyst I to join our customer-first team in the United States. You will own the frontline support for inbound issues, diagnose problems across campaigns, call routing, and integrations, and escalate with context.

The role emphasizes learning Invoca UI, marketing tech, and AI-assisted triage from day one. You will contribute to knowledge base improvements, collaborate with Customer Success Managers, Deployment, and Production Support, and grow toward Analyst

Qualifications

• At least 1+ year in a customer-facing, marketing‑or SaaS‑related support role.
• Ability to diagnose an issue by asking questions and checking data.
• Comfort with ambiguity and narrowing a vague ticket to a specific config, number, or integration.
• Writes clearly under pressure and documents what they found for teammates.
• Wants to grow beyond this role toward Analyst II and beyond.

Responsibilities

• Own the front line of inbound support — triage tickets and phone calls.
• Become a platform and marketing-tech expert — learn Invoca UI and Google Marketing Suite.
• Keep customers and CSMs in the loop with proactive status updates.
• Build and update the knowledge base as you resolve issues.
• Research problems using team tools and bring specific questions to peers.
• Share on-call load and participate in off-hours rotation.
• Use approved AI tools to speed triage and draft articles, with automation goals.

Skills

Customer support

Troubleshooting

Documentation

AI tools

Tools

Google Marketing Suite

Adobe Marketing Cloud

Job description

Invoca is seeking a Technical Support Analyst I to join our customer-first team in the United States. You will own the frontline support for inbound issues, diagnose problems across campaigns, call routing, and integrations, and escalate with context.

The role emphasizes learning Invoca UI, marketing tech, and AI-assisted triage from day one. You will contribute to knowledge base improvements, collaborate with Customer Success Managers, Deployment, and Production Support, and grow toward Analyst