Senior Technical Customer Support Specialist

• 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

• 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

• 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