Senior Technical Customer Support Specialist

🕒 Outubro 20

🇦🇷 Argentina – Remoto

⏰ Tempo Integral

🟠 Sênior

💻 Suporte de TI

👻 Score fantasma 10%

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Measured

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2017

🤝 B2B

📣 Marketing

☁️ SaaS

B2B • Marketing • SaaS

A Measured é uma plataforma de eficácia em marketing alimentada por IA, projetada para marcas empresariais. Especializa-se em modelagem de mix de mídia e testes de incrementalidade, fornecendo soluções para planejamento e análises de mídia otimizados. A plataforma oferece insights por meio de um painel de controle multicanal, permitindo que as empresas compreendam o verdadeiro impacto de seus esforços de marketing, ao mesmo tempo em que impulsionam a eficiência e o crescimento. A Measured está focada em ajudar as empresas a comprovar o impacto do marketing e aumentar a eficiência da mídia em diversos canais de vendas.

Descrição

• Report to the Director, Customer Support Operations • Serve as a technical expert and team leader within the customer support organization • Own resolution of complex, escalated technical issues and L2 technical requests • Diagnose data issues involving integrations, transformation errors, and multi-platform discrepancies • Conduct advanced data validation using SQL queries • Coordinate with Technical Support Engineers on highly complex issues • Manage critical incidents and coordinate cross-functional response and customer communication • Develop expertise in Measured's data pipelines, transformation logic, and platform architecture • Provide technical expertise during customer calls, implementation reviews, and strategic account discussions • Partner with Product and Engineering teams to translate technical architecture into customer-facing guidance • Create and maintain troubleshooting guides, technical runbooks, process documentation, and knowledge base articles • Lead knowledge-sharing sessions and mentor junior team members • Identify opportunities to streamline workflows, reduce escalations, and improve efficiency • Lead initiatives to improve first-contact resolution and reduce average handle time • Contribute to workflow optimization, automation, and tooling improvements • Implement and refine escalation protocols • Drive improvements in support quality, customer satisfaction, and operational metrics using an agentic AI approach where applicable • Build trusted relationships with key customer stakeholders • Conduct proactive outreach for complex accounts • Translate complex technical concepts into clear, customer-friendly explanations • Gather customer feedback to inform product and support improvements • Partner with Customer Success on issues affecting retention, expansion, and customer health • Collaborate with Solutions Engineering on implementation and post-launch support • Work with Product and Engineering on customer pain points, bugs, technical deep-dives, and platform improvements • Contribute to cross-functional projects improving customer experience and platform reliability

🎯 Requisitos

• 3+ years of experience in technical support, customer support, or technical account management in B2B SaaS • 1+ years demonstrated expertise as support team member or subject matter expert • Strong technical proficiency in data platforms, SQL, APIs, and integrations with hands-on troubleshooting experience • Experience with marketing technology platforms including advertising platforms (Facebook, Google, TikTok) and analytics tools (GA4, Adobe Analytics) • Proven ability to diagnose and resolve complex technical issues including data pipeline problems, integration errors, and platform bugs • Expert-level proficiency with ticketing systems (Zendesk, Intercom) including advanced features, automation, and reporting • Track record of driving process improvements that measurably improve team efficiency or customer satisfaction • Excellent written and verbal communication skills with ability to explain technical concepts to diverse audiences • Customer-first mindset with proven ability to build trusted relationships through expert support • Experience managing critical incidents and coordinating cross-functional response • BA/BS preferred; background in technical field, data analytics, or related discipline • Basic to Intermediate SQL proficiency • Understanding of ETL/ELT pipelines, data warehouses, and data integration patterns • Experience with APIs and integrations, including authentication, rate limits, and error handling • Familiarity with Tableau, Looker, or Mode • Understanding of Snowflake, BigQuery, Databricks, and modern data stack • Ability to interpret technical logs, error messages, and system diagnostics • Knowledge of attribution, incrementality measurement, and media mix modeling • Experience with Python or R is a plus • Understanding of GDPR and CCPA • Comfortable handling requests across 25+ clients within expected SLA • Proven ability to mentor and develop junior team members • Strong coaching instincts and ability to provide constructive feedback • Collaborative leadership style • Commitment to continuous technical learning and improvement • Leads with integrity and embraces diversity

🏖️ Benefícios

• 100% Remote • Competitive Total Rewards and flexible paid time off • Opportunities to give back through Measured for Good • Engaged, diverse, and curious culture • Award-winning technology powered by an agile, collaborative team

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