[Hiring] Technical Support Analyst I @Invoca

Role Description

Reporting to the Sr. Manager, Customer Support, this person owns getting customers unblocked, correctly, and fast:

• Taking inbound cases from the queue and phone line.
• Diagnosing what's actually wrong across campaigns, call routing, numbers, and integrations.
• Resolving issues directly or handing them off with enough context.
• Contributing to and improving the knowledge base for faster future resolutions.

This role’s primary hours will be 8 am - 5 pm PST. The support team operates between 5 am PST and 5 pm PST.

You Will:

• Own the front line of inbound support — triage tickets and phone calls from the queue.
• Become a platform and marketing-tech expert — build fluency in the Invoca UI and campaign configuration.
• Keep customers and CSMs in the loop — deliver clear, proactive status updates on open cases.
• Build the knowledge base as you go — write and update documentation for issues resolved.
• Diagnose before you escalate — research problems using team tools and bring well-scoped questions.
• Share the on-call load — participate in the team's off-hours and holiday rotation.
• Use AI as part of the job — summarize long ticket threads and automate repetitive parts of triage.

Qualifications

• At least 1+ year in a customer-facing, marketing- or SaaS-related support role.
• Can hold a real troubleshooting conversation about a technical product.
• Comfortable being handed ambiguity — can narrow down issues before asking for help.
• Writes clearly under pressure — can document findings in a usable way.
• Wants to grow past this exact role — sees Technical Support Analyst I as a step toward Analyst II.
• Comfortable with structure and rotation — has worked a shift, queue, or on-call schedule before.
• Already uses AI tools like ChatGPT or Gemini for real work.

Requirements

• Exposure to Google Marketing Suite or Adobe Marketing Cloud.
• Basic HTML/JavaScript reading ability.
• Experience building AI Agents to improve efficiency and accuracy.
• Prior exposure to call routing, telecom, or IVR concepts.

Benefits

• Base Salary: $45,000–$53,000 a year (hourly position).
• Variable Compensation: Bonus and/or commission eligibility, where applicable.
• Equity: All employees are invited to share in Invoca's success through our stock option program.
• Day-One Health Benefits – Medical, dental, and vision coverage begins on your first day of employment for U.S.-based teammates.
• Mental Wellbeing – Access to mental well-being support and an Employee Assistance Program (EAP).
• Wellness Subsidy – Reimbursement for gym memberships, fitness classes, and more.
• Flexible Time Off – Encouraging a healthy work-life balance.
• Paid Holidays – Invoca provides 20 U.S. paid holidays, including a winter break.
• Paid Family Leave – Up to 12 weeks of 100% paid leave for baby bonding, adoption, and caring for family members.
• Paid Medical Leave – Up to 12 weeks of 100% paid leave for childbirth and medical needs.
• Enterprise-Grade AI Tools – Access to industry-leading enterprise AI tools.
• Professional Development – Annual reimbursement of up to $1,000 for learning and certifications.
• 401(k) – Invoca offers a 401(k) plan with a company match of up to 4%.
• Recognition Programs – Company-wide and team recognition programs.
• InVacation (Sabbatical) – A sabbatical after seven years of service.