Senior Technical Customer Support Specialist

🔥 2 minutes ago

🇦🇷 Argentina – Remote

⏰ Full Time

🟠 Senior

💻 IT Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Measured

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🤝 B2B

📣 Marketing

☁️ SaaS

B2B • Marketing • SaaS

Measured is an AI-powered marketing effectiveness platform designed for enterprise brands. It specializes in media mix modeling and incrementality testing, providing solutions for optimized media planning and analytics. The platform delivers insights through a cross-channel dashboard, enabling businesses to understand the true impact of their marketing efforts while driving efficiency and growth. Measured is focused on helping companies prove marketing's impact and increase media efficiency across various sales channels.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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