Senior Technical Customer Support Specialist

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Report directly to the Director of Customer Support Operations.

• Act as a technical authority and team leader within the customer support department.

• Take ownership of resolving intricate, escalated technical issues and Level 2 technical requests.

• Analyze data challenges related to integrations, transformation errors, and discrepancies across multiple platforms.

• Perform advanced data validation through SQL queries.

• Collaborate with Technical Support Engineers on highly complex problems.

• Oversee critical incidents and coordinate a cross-functional response along with customer communication.

• Acquire in-depth knowledge of Measured's data pipelines, transformation logic, and platform architecture.

• Offer technical insights during customer calls, implementation reviews, and strategic account discussions.

• Work alongside Product and Engineering teams to convert technical architecture into customer-facing guidance.

• Develop and maintain troubleshooting guides, technical runbooks, process documentation, and knowledge base articles.

• Facilitate knowledge-sharing sessions and mentor junior team members.

• Identify opportunities to optimize workflows, minimize escalations, and enhance efficiency.

• Spearhead initiatives aimed at improving first-contact resolution and decreasing average handle time.

• Contribute to workflow optimization, automation, and improvements in tooling.

• Establish and refine escalation protocols.

• Propel enhancements in support quality, customer satisfaction, and operational metrics using an agentic AI approach where appropriate.

• Cultivate trusted relationships with key customer stakeholders.

• Carry out proactive outreach for complex accounts.

• Translate intricate technical concepts into clear, customer-friendly explanations.

• Collect customer feedback to drive product and support enhancements.

• Partner with Customer Success regarding issues influencing retention, expansion, and customer health.

• Collaborate with Solutions Engineering on implementation and post-launch support.

• Work with Product and Engineering teams on customer pain points, bugs, technical deep-dives, and platform improvements.

• Contribute to cross-functional projects that enhance customer experience and platform reliability.

⛳️ Requirements

• A minimum of 3 years of experience in technical support, customer support, or technical account management in a B2B SaaS environment.

• At least 1 year of proven expertise as a support team member or subject matter expert.

• Strong technical skills 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).

• Demonstrated ability to diagnose and resolve complex technical issues, including data pipeline challenges, integration errors, and platform bugs.

• Expert-level knowledge of ticketing systems (Zendesk, Intercom), including advanced features, automation, and reporting.

• A successful history of driving process improvements that significantly enhance team efficiency or customer satisfaction.

• Exceptional written and verbal communication skills, with the ability to convey technical concepts to diverse audiences.

• A customer-first mindset with a proven ability to build trusted relationships through expert support.

• Experience in managing critical incidents and coordinating cross-functional responses.

• BA/BS degree preferred; background in technical fields, data analytics, or related disciplines.

• 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.

• Knowledge of Snowflake, BigQuery, Databricks, and the 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 regulations.

• Comfortable managing requests across 25+ clients while meeting expected SLAs.

• Proven capability to mentor and develop junior team members.

• Strong coaching instincts and the ability to provide constructive feedback.

• A collaborative leadership style.

• Commitment to ongoing technical learning and improvement.

• Acts with integrity and embraces diversity.

🏝️ Benefits

• Fully remote work environment.

• Competitive total rewards package and flexible paid time off.

• Opportunities to contribute through Measured for Good.

• Engaged, diverse, and inquisitive company culture.

• Award-winning technology supported by an agile, collaborative team.