Sr. Customer Support Analyst

Role overview

A senior customer support analyst role inside a fast-moving ad-tech organization, acting as the final technical escalation point across a large enterprise client base. The position combines advanced troubleshooting, technical writing, and cross-functional partnership to keep a complex measurement platform running smoothly for customers.

Responsibilities

- Serve as the top-tier escalation contact for intricate support tickets, honoring tight service-level commitments while supervising queue health, taxonomy, and performance metrics - Translate ingestion workflows, reporting outputs, and platform methodologies into clear, executive-ready written communications for external stakeholders - Investigate and replicate UI defects and data inconsistencies, document findings, route issues to engineering, and verify fixes once shipped - Run MySQL queries, execute API diagnostics, and build, test, and quality-check custom tracking tags and pixels against DSP specifications for web and streaming environments - Lead status communications during high-severity outages and partner with solutions, product, engineering, and commercial teams to advocate for customer needs - Mentor junior analysts through ticket shadowing and coaching, while owning knowledge bases, standard operating procedures, and troubleshooting documentation

Requirements

- Four or more years of hands-on experience with SQL (MySQL), API calls, browser developer tools, and complex dataset analysis for root-cause troubleshooting - Three or more years building, validating, and troubleshooting digital tracking tags and pixels across web and streaming environments - Four or more years managing queues, response macros, and metadata tagging in ticketing platforms such as Zendesk, Jira, or Salesforce, with a track record of improving personal and team metrics - Demonstrated ability to incorporate AI tools and structured prompt engineering into technical support workflows for analysis, scripting, and correspondence - Strong written and verbal communication skills, with experience leading client-facing technical conversations for executive audiences - Methodical critical thinking, strong organization, and the adaptability to thrive in a fast-changing ad-tech ecosystem

Benefits and work setup

- Target cash compensation of $83,018 to $101,280 USD annually, with equity participation for full-time employees and variable pay where applicable - Hybrid schedule with one to three days per week in the office for candidates near a primary hub, or fully remote for those located farther away - Standard benefits package and pre-approved overtime eligibility for non-exempt roles