Technical Support Team Lead

Improvado; New York (NY); Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Remote-first environment

20 days PTO per year

US holidays and time off

Professional development reimbursement

Job summary

Improvado is an AI-powered marketing data platform serving mid-market and enterprise teams, enabling automated data workflows and scaled insights. We’re building an AI-first support function and growing a small, capable team to design agents, workflows, and tools embedded in daily support tasks.

You will lead Automation & AI tooling, process building, and advanced troubleshooting while coaching Analysts and collaborating with Engineering, Product, and Customer Success to improve support tooling

Qualifications

• Experience building AI automations and workflows.
• Strong SQL and relational database debugging.
• Leadership experience; management is a plus.
• Fluent English with clear writing.

Responsibilities

• Build and maintain automations and AI agents to reduce manual support work and measure time saved.
• Write playbooks and documentation; identify recurring issues and fix root causes.
• Investigate complex data pipeline issues and coach the team to do the same.
• Lead a small team of Analysts; manage priorities, escalations, and SLAs.
• Collaborate with Engineering, Product, and Customer Success on bug feedback and support tooling.
• Test new AI models and tools, and bring effective ones into production.

Skills

AI Builder

Automation

Leadership

Ownership

Communication

Tech Enthusiast

SQL Proficiency

Tools

Claude Code

n8n

Make

Zapier

Job description

Improvado

is an AI-powered marketing data platform built for mid-market and enterprise teams. We help companies automate complex marketing data workflows, unify data at scale, and surface insights through BI and AI. Brands like ASUS, Docker, Activision, and H&R Block rely on us to simplify analytics and improve marketing performance. We’re a fast-growing Series A startup backed by $34M in funding and driven by a team that moves fast, stays curious, and cares about high-quality execution.

About The Role

As a Technical Support Team Lead, you build the automation and AI layer that keeps our support organization fast, reliable, and scalable, and you lead the small team that runs on top of it. We are building an AI-first support function, and you will design and ship the agents, workflows, and tools that embed AI into everyday support work.

What You'll Do

Automation & AI Tooling: Build and maintain automations and AI agents (with tools like Claude Code, n8n, Make, and our MCP setup) that remove manual support work, from ticket triage and reply drafting to knowledge-base upkeep and quality checks. Measure the time they save.

Process Building: Write playbooks and documentation, spot recurring issues, and fix root causes instead of repeating fixes.

Advanced Troubleshooting: Investigate complex data pipeline issues (API → SQL → platform) and coach the team to do the same.

Team Leadership: Lead a small team of Analysts: set priorities, own escalations, keep SLAs on track, and run post-mortems. Light-touch mentoring, not micromanagement.

Cross-Functional Collaboration: Work with Engineering, Product, and Customer Success on structured bug feedback and support tooling.

Continuous Tech Exploration: Test new AI models, agent frameworks, and tools, and bring the ones that work into production.

What You Bring

AI Builder: A power user of LLMs, coding agents (e.g. Claude Code), and automation platforms (e.g. n8n, Make, Zapier) who has built a workflow, agent, or tool that is actually used. You understand prompting vs. orchestrating and can spot and fix wrong AI output.

Automation Mindset: Hands-on scripting or automation experience (Python, n8n/Make-style workflow tools, APIs), and a habit of asking "why does this keep happening?"

Database Proficiency: Strong SQL and relational databases: complex queries, debugging slow scripts, finding root causes in complex schemas.

Radical Ownership: You bring order to chaos, never lose track of open issues, and prefer prevention over reaction.

Leadership & Independence: Experience coordinating teammates and staying calm under pressure. Formal management is a plus, not a prerequisite.

Tech Enthusiast: You follow new tools and experiment for fun.

Clear Communication: Fluent English and clear, structured writing.

What We Offer

• Remote-first environment
• Strong product/market fit: marketing data product for US-based enterprises
• 20 working days of PTO per year
• US holidays and additional days off
• Professional development reimbursement