Sr. Customer Support Analyst

1 hour, 14 minutes ago
Full-time
Senior
Technical Writing and Documentation
iSpot.tv

iSpot.tv

iSpot.tv is the new standard for TV ad measurement, offering real-time data and analytics for precise measurement and actionable insights in TV advertising.

Media
251-1K
Founded 2012
$383M raised

Description

  • Manage complex Zendesk escalations, ticket taxonomy, labeling, queue performance, and 24-hour SLAs.
  • Provision client accounts, configure advanced product settings, and manage user access based on contracts and order forms.
  • Lead clear, executive-ready client communications about platform methodologies, data workflows, metrics, and technical issues.
  • Troubleshoot and replicate UI bugs and data discrepancies, document findings, escalate issues to Engineering through Jira, and validate releases.
  • Use MySQL queries, browser developer tools, and API calls to verify data, diagnose issues, and identify root causes.
  • Generate, validate, and quality-check custom tracking tags and pixels across web and streaming platforms.
  • Lead technical status communications during Severity 1–2 outages.
  • Identify systemic issues and implement workflows that reduce recurring support tickets.
  • Mentor support analysts across Levels I–III through ticket shadowing and technical coaching.
  • Own standard operating procedures, knowledge bases, and troubleshooting guides while partnering with cross-functional teams on customer and product needs.

Requirements

  • 4+ years of advanced SQL/MySQL, browser developer tools, API diagnostics, and complex data analysis experience.
  • 3+ years of experience generating, validating, and troubleshooting digital tracking tags or pixels across web and streaming environments.
  • 4+ years of experience managing support queues, macros, metadata tagging, and performance metrics in Zendesk, Jira, Salesforce, or similar platforms.
  • Experience integrating AI into technical support workflows, including prompt engineering, context optimization, data analysis, script generation, and technical correspondence.
  • Exceptional written and verbal communication skills, including explaining complex technical concepts to nontechnical and executive audiences.
  • Strong critical-thinking and root-cause analysis skills across interconnected systems.
  • Highly organized, process-oriented, adaptable, and capable of leading in a fast-changing ad-tech environment.
  • Currently authorized to work in the United States; iSpot does not provide employment visa sponsorship.
  • Ability to work under iSpot’s hybrid or fully remote policy based on location and role requirements.

Benefits

  • Target annual cash compensation of $83,018–$101,280, including applicable salary, commission, and bonus targets.
  • Eligibility for iSpot’s equity plan and stock options for full-time employees.
  • Pre-approved overtime pay eligibility for non-exempt roles.
  • Hybrid schedule of 1–3 office days per week in Bellevue, WA or New York, NY, or fully remote work for eligible employees.
  • Standard employee benefits and total rewards package.

Interested in this position?

Apply directly on the company website

Apply Now

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