Technical Support Analyst I (AI-First, Marketing Tech)

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

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.