[Hiring] Senior Technical Customer Support Specialist @Measured

Role Description

This position will report to the Director, Customer Support Operations and will serve as a technical expert and team leader within the customer support organization, handling complex technical inquiries, mentoring junior team members, and driving operational excellence. As a Senior Technical Customer Support Specialist, you will own resolution of escalated technical issues, serve as subject matter expert for advanced platform questions, and bridge the gap between front-line support and Technical Support Engineers. You will balance hands-on customer support with team leadership responsibilities including mentoring, knowledge development, and process improvement initiatives that elevate the entire support organization.

This role is ideal for an experienced support professional who has mastered technical troubleshooting, developed deep product expertise, and is ready to expand their impact through leadership, mentorship, and strategic contributions to support operations.

Key Responsibilities

• Advanced Technical Support & Escalation Management
  • Own resolution of complex, escalated technical issues that require advanced troubleshooting and deep product expertise.
  • Diagnose and resolve sophisticated data issues including integration problems, transformation errors, and multi-platform data discrepancies.
  • Conduct advanced data validation including SQL queries to verify data accuracy, identify anomalies, and troubleshoot pipeline issues.
  • Serve as escalation point for Technical Customer Support Analysts, resolving L2 technical requests.
  • Coordinate with Technical Support Engineers on highly complex issues, providing detailed analysis and customer context.
  • Manage critical incidents with composure, coordinating cross-functional response and customer communication.
  • Resolve 40%+ of assigned tickets without further escalation through deep technical knowledge and problem-solving expertise.
• Subject Matter Expertise & Technical Leadership
  • Develop deep expertise in Measured's data pipelines, transformation logic, and platform architecture.
  • Stay current on product roadmap, upcoming features, and technical changes to proactively support customers.
  • Provide technical expertise during customer calls, implementation reviews, and strategic account discussions.
  • Partner with Product and Engineering teams to understand technical architecture and translate into customer-facing guidance.
  • Contribute to technical documentation, and troubleshooting guides.
  • Conduct regular knowledge-sharing sessions on day-to-day topics, new features, and troubleshooting techniques.
  • Model excellence in customer communication, technical depth, and operational discipline.
• Knowledge Management & Documentation
  • Create and maintain troubleshooting guides, technical runbooks, and process documentation.
  • Participate in the development of customer-facing knowledge base articles for relevant topics and common scenarios.
  • Maintain repository of escalation patterns, edge cases, and advanced solutions.
• Process Improvement & Operational Excellence
  • Identify opportunities to streamline support workflows, reduce escalations, and improve efficiency.
  • Lead initiatives to improve first-contact resolution rates and reduce average handle time.
  • Contribute to support operations projects including workflow optimization, automation, and tooling improvements.
  • Implement and refine escalation protocols that balance efficiency with appropriate technical oversight.
  • Drive continuous improvement in support quality, customer satisfaction, and operational metrics.
  • Leverage AI for an agentic approach across applicable operations.
• Customer Partnership & Relationship Management
  • Build trusted relationships with key customer stakeholders through consistent, expert support.
  • Conduct proactive outreach to customers with complex accounts to prevent issues and ensure platform success.
  • Participate in strategic customer calls to provide technical expertise and build confidence.
  • Translate complex technical concepts into clear, customer-friendly explanations.
  • Manage customer expectations during complex issue resolution with transparency and professionalism.
  • Gather and synthesize customer feedback to inform product improvements and support enhancements.
• Cross-Functional Collaboration
  • Partner closely with Customer Success teams on technical issues affecting retention, expansion, and customer health.
  • Collaborate with Solutions Engineers on complex implementation issues and post-launch support.
  • Work with Product team to communicate customer pain points, feature requests, and usability feedback.
  • Partner with Engineering on bug reports, technical deep-dives, and platform improvement initiatives.
  • Contribute to cross-functional projects that improve customer experience and platform reliability.

Qualifications

• 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.

Technical Skills

• Basic to Intermediate SQL proficiency for querying databases, validating data transformations, and diagnosing data quality issues.
• Understanding of ETL/ELT pipelines, data warehouses, and data integration patterns.
• Experience with APIs and integrations including troubleshooting authentication, rate limits, and error handling.
• Familiarity with data visualization tools (Tableau, Looker, Mode) for validating outputs and investigating discrepancies.
• Understanding of cloud data platforms (Snowflake, BigQuery, Databricks) and modern data stack.
• Ability to read and interpret technical logs, error messages, and system diagnostics.
• Knowledge of marketing analytics concepts including attribution, incrementality measurement, and media mix modeling.
• Experience with scripting or data analysis tools (Python, R) a plus.
• Understanding of data privacy regulations (GDPR, CCPA) and implications for marketing data.

Personal Characteristics

• Technical Expert: Deep curiosity about how systems work with commitment to continuous technical learning.
• Customer Champion: Passionate about delivering exceptional experiences and building customer trust.
• Team Leader: Natural inclination to help others succeed and elevate collective performance.
• Strategic Thinker: Sees beyond individual tickets to identify patterns, systemic issues, and improvement opportunities.
• Clear Communicator: Translates technical complexity into clarity for customers and team members alike.
• Ownership Mindset: Takes full accountability for issue resolution and team success.
• Calm Under Pressure: Maintains composure and clarity during critical incidents and high-stakes situations.
• Continuous Improver: Proactively identifies and drives improvements to processes, documentation, and team capabilities.
• Coachable: Receptive to feedback and committed to continuous improvement.
• Leads with integrity and embraces diversity in all forms.

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.