Technical Support Lead

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Influ2

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B2B • Marketing • Advertising

Influ2 is a marketing technology company that specializes in contact-level advertising, helping businesses improve their sales pipeline by targeting specific decision makers with personalized ads. The company offers a unique platform that integrates seamlessly into existing marketing systems, allowing sales and marketing teams to work more closely together. By focusing on individual-level targeting across major social and display networks without relying on cookies or IP addresses, Influ2 ensures compliance with data protection standards like CCPA and GDPR. This approach enables companies to track the impact of their advertising on revenue and sales opportunities, ultimately optimizing ad spend and enhancing the buying journey for niche B2B audiences.

51 - 200 employees

🤝 B2B

💰 $8M Series A on 2021-10

📋 Description

• Bridge Communication: Act as the vital link between CSMs, Product/Development Teams, and Customers to address technically complex support issues reported by the customers. • Resolve Customer Issues: Effectively understand customer issues and deliver timely updates and solutions. • Oversee Support Inbox: Manage the support inbox, ensuring all queries and issues are prioritized, tracked, and resolved efficiently. • Manage Tickets & Update Stakeholders: Oversee the lifecycle of tickets, ensuring accurate opening, closing, and updating. • Analyze Trends: Identify and track trends in support issues and resolution times to enhance customer experience. • Lead the Team with Hands-On Contribution: Take an active role in shaping the support function — combining ownership of complex technical cases with mentoring, and guiding support specialists as the team grows. • Report Issues: Communicate widespread customer issues to relevant teams to minimize customer disruption. • Document Issues: Contribute to the internal knowledge base for the fastest resolution of similar tickets in the future.

🎯 Requirements

• You bring at least **5 **years of technical support experience and **2+ **years of experience in team management. • Understanding of web technologies - HTTP, REST, JSON, Cookie, Tokens, Browser behaviour. • Experience with Postman or similar API testing tools. • Experience with SQL DB. Writing queries and analyzing data. • Experience logs analysis and monitoring tools (Grafana). • Familiarity with Zapier and Make would be a plus.

🏖️ Benefits

• Fully remote work setup. • Unlimited Vacation policy to ensure a healthy work-life balance. • Generous Parental Leave and other well-structured PTO and leave policies. • A well-rounded health package offering comprehensive medical coverage to support you.