{"id":2869518,"url":"https://alion.io/job/measured-sr-technical-customer-support-specialist","title":"Sr.Technical Customer Support Specialist","company":{"id":3762,"name":"Measured","domain":"measured.com","url":"https://alion.io/company/measured","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["AR"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":37000,"max_usd":87000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1380},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Databricks","optional":false},{"name":"ETL/ELT","optional":false},{"name":"GA4","optional":false},{"name":"GDPR","optional":false},{"name":"Google BigQuery","optional":false},{"name":"Intercom","optional":false},{"name":"Looker","optional":false},{"name":"Python","optional":false},{"name":"Snowflake","optional":false},{"name":"SQL","optional":false},{"name":"Tableau","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-10-19T19:00:14Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-25T01:03:58Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"About Measured\nMeasured is the pioneer and leader of incrementality-based media measurement and optimization. Since 2017, leading brands have used our AI-powered, all-in-one platform to manage, test, plan, and optimize over $35 billion in full-funnel media investments. Measured's unique combination of automated experimentation, media mix modeling, and industry-leading expertise helps marketers prove the incremental impact of their advertising and maximize ROI with unmatched ease, accuracy, and efficiency.\nThe Role\nThis position will report to the Director, Customer Support Operations and will serve as a technical expert and team leader within the customer support organization, handling complex technical inquiries, mentoring junior team members, and driving operational excellence. As a Senior Technical Customer Support Specialist, you will own resolution of escalated technical issues, serve as subject matter expert for advanced platform questions, and bridge the gap between front-line support and Technical Support Engineers. You will balance hands-on customer support with team leadership responsibilities including mentoring, knowledge development, and process improvement initiatives that elevate the entire support organization.\nThis role is ideal for an experienced support professional who has mastered technical troubleshooting, developed deep product expertise, and is ready to expand their impact through leadership, mentorship, and strategic contributions to support operations.\nAt Measured, we equip every team member with best-in-class technology to fuel extraordinary outcomes. We expect our team to continuously evolve alongside these tools, using AI as a partner for momentum and innovation - raising the bar on everything we build. Our people own the final voice, judgment, and accountability behind every deliverable.\nRequirements\nKey Responsibilities\nAdvanced Technical Support & Escalation Management\nOwn resolution of complex, escalated technical issues that require advanced troubleshooting and deep product expertise\nDiagnose and resolve sophisticated data issues including integration problems, transformation errors, and multi-platform data discrepancies\nConduct advanced data validation including SQL queries to verify data accuracy, identify anomalies, and troubleshoot pipeline issues\nServe as escalation point for Technical Customer Support Analysts, resolving L2 technical requests.\nCoordinate with Technical Support Engineers on highly complex issues, providing detailed analysis and customer context\nManage critical incidents with composure, coordinating cross-functional response and customer communication\nResolve 40%+ of assigned tickets without further escalation through deep technical knowledge and problem-solving expertise\nSubject Matter Expertise & Technical Leadership\n\nDevelop deep expertise in Measured's data pipelines, transformation logic, and platform architecture\nStay current on product roadmap, upcoming features, and technical changes to proactively support customers\nProvide technical expertise during customer calls, implementation reviews, and strategic account discussions\nPartner with Product and Engineering teams to understand technical architecture and translate into customer-facing guidance\nContribute to technical documentation, and troubleshooting guides\n\nregular knowledge-sharing sessions on day-to-day topics, new features, and troubleshooting techniques\nModel excellence in customer communication, technical depth, and operational discipline\nKnowledge Management & Documentation\nCreate and maintain troubleshooting guides, technical runbooks, and process documentation\nParticipate in the development of customer-facing knowledge base articles for relevant topics and common scenarios\nMaintain repository of escalation patterns, edge cases, and advanced solutions\n\nProcess Improvement & Operational Excellence\nIdentify opportunities to streamline support workflows, reduce escalations, and improve efficiency\nLead initiatives to improve first-contact resolution rates and reduce average handle time\n\nContribute to support operations projects including workflow optimization, automation, and tooling improvements\n\nImplement and refine escalation protocols that balance efficiency with appropriate technical oversight\nDrive continuous improvement in support quality, customer satisfaction, and operational metrics\nLeveraging AI for an Agentic approach across applicable operations.\nCustomer Partnership & Relationship Management\nBuild trusted relationships with key customer stakeholders through consistent, expert support\nConduct proactive outreach to customers with complex accounts to prevent issues and ensure platform success\nParticipate in strategic customer calls to provide technical expertise and build confidence\nTranslate complex technical concepts into clear, customer-friendly explanations\nManage customer expectations during complex issue resolution with transparency and professionalism\nGather and synthesize customer feedback to inform product improvements and support enhancements\nCross-Functional Collaboration\nPartner closely with Customer Success teams on technical issues affecting retention, expansion, and customer health\nCollaborate with Solutions Engineers on complex implementation issues and post-launch support\nWork with Product team to communicate customer pain points, feature requests, and usability feedback\nPartner with Engineering on bug reports, technical deep-dives, and platform improvement initiatives\nContribute to cross-functional projects that improve customer experience and platform reliability\nIdeal Experience\nRequired Experience\n3+ years of experience in technical support, customer support, or technical account management in B2B SaaS\n1+ years demonstrated expertise as support team member or subject matter expert\nStrong technical proficiency in data platforms, SQL, APIs, and integrations with hands-on troubleshooting experience\nExperience with marketing technology platforms including advertising platforms (Facebook, Google, TikTok) and analytics tools (GA4, Adobe Analytics)\nProven ability to diagnose and resolve complex technical issues including data pipeline problems, integration errors, and platform bugs\nExpert-level proficiency with ticketing systems (Zendesk, Intercom) including advanced features, automation, and reporting\nTrack record of driving process improvements that measurably improve team efficiency or customer satisfaction\nExcellent written and verbal communication skills with ability to explain technical concepts to diverse audiences\nCustomer-first mindset with proven ability to build trusted relationships through expert support\nExperience managing critical incidents and coordinating cross-functional response\nBA/BS preferred; background in technical field, data analytics, or related discipline\nTechnical Skills\nBasic to Intermediate SQL proficiency for querying databases, validating data transformations, and diagnosing data quality issues\nUnderstanding of ETL/ELT pipelines, data warehouses, and data integration patterns\nExperience with APIs and integrations including troubleshooting authentication, rate limits, and error handling\nFamiliarity with data visualization tools (Tableau, Looker, Mode) for validating outputs and investigating discrepancies\nUnderstanding of cloud data platforms (Snowflake, BigQuery, Databricks) and modern data stack\nAbility to read and interpret technical logs, error messages, and system diagnostics\nKnowledge of marketing analytics concepts including attribution, incrementality measurement, and media mix modeling\nExperience with scripting or data analysis tools (Python, R) a plus\nUnderstanding of data privacy regulations (GDPR, CCPA) and implications for marketing data\nMultiTasking: Comfortable handling requests coming across 25+ clients and helping resolve within expected SLA.\nProven ability to mentor and develop junior team members with measurable impact on their performance\nStrong coaching instincts with ability to guide others through complex problem-solving\nKnowledge-sharing mindset that elevates team capabilities through documentation and training\nComfortable providing constructive feedback that helps team members grow\nLeads by example modeling excellent customer communication, technical rigor, and operational discipline\nCollaborative leadership style that inspires confidence and builds team cohesion\nPersonal Characteristics\nTechnical Expert: Deep curiosity about how systems work with commitment to continuous technical learning\nCustomer Champion: Passionate about delivering exceptional experiences and building customer trust\nTeam Leader: Natural inclination to help others succeed and elevate collective performance\nStrategic Thinker: Sees beyond individual tickets to identify patterns, systemic issues, and improvement opportunities\nClear Communicator: Translates technical complexity into clarity for customers and team members alike\nOwnership Mindset: Takes full accountability for issue resolution and team success\nCalm Under Pressure: Maintains composure and clarity during critical incidents and high-stakes situations\nContinuous Improver: Proactively identifies and drives improvements to processes, documentation, and team capabilities\nCoachable: Receptive to feedback and committed to continuous improvement\nLeads with integrity and embraces diversity in all forms\nBenefits\n100% Remote\nCompetitive Total Rewards and flexible paid time off\nOpportunities to give back through Measured for Good\nEngaged, diverse, and curious culture\nAward-winning technology powered by an agile, collaborative team","description_format":"text","description_chars":9629,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Argentina","iso":"AR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Marketing Analytics & Attribution","Marketing & Sales AI"],"lifecycle":[{"event":"open","at":"2026-10-19T19:00:14Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":4,"expected_fill_days":29,"reasons":["conf:4","win:early"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/measured-sr-technical-customer-support-specialist","json_url":"https://alion.io/job/measured-sr-technical-customer-support-specialist.json","meta":{"generated_at":"2026-10-25T01:42:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2597,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3762},"rest":"https://alion.io/mcp/rest/get_company?id=3762"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmeasured-sr-technical-customer-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmeasured-sr-technical-customer-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmeasured-sr-technical-customer-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/measured-sr-technical-customer-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmeasured-sr-technical-customer-support-specialist"}]}