Technical Support Analyst I - AI-Driven Marketing Tech

Invoca; Los Angeles (CA); On-site; USD 60,000 - 90,000; Full time

Job summary

Invoca in Los Angeles is seeking a Customer Support Analyst to own the front line of inbound support, triaging tickets and calls across campaigns, call routing, numbers, and integrations.

You will build fluency in the Invoca UI and related tools, maintain proactive updates, and contribute to knowledge base while using approved AI tools to speed up triage from day one. This role operates 8 am - 5 pm PST with on-call rotation.

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.
• Comfort with ambiguity and narrowing issues to a specific config or integration.
• Clear written documentation of findings and actions.

Responsibilities

• Own the front line of inbound support; triage tickets and calls and diagnose issues before escalation.
• Become fluent in the Invoca UI and campaign configuration and adjacent tools.
• Provide proactive status updates to customers and CSMs; avoid stale tickets.
• 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; participate in off-hours rotation and triage urgent issues.
• Use approved AI tools to summarize threads, draft articles, and speed context-switching.

Skills

Customer-facing

Troubleshooting

Problem diagnosis

Documentation

Tools

Kibana

VoIP Monitor

Number management tool

Google Marketing Suite

Claude

Gumloop

Cursor

Job description

Invoca in Los Angeles is seeking a Customer Support Analyst to own the front line of inbound support, triaging tickets and calls across campaigns, call routing, numbers, and integrations.

You will build fluency in the Invoca UI and related tools, maintain proactive updates, and contribute to knowledge base while using approved AI tools to speed up triage from day one. This role operates 8 am - 5 pm PST with on-call rotation.