{"id":136902,"url":"https://alion.io/job/measured-technical-customer-support-analyst","title":"Technical Customer Support Analyst","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":"Support","role_family":"Support","seniority":null,"employment_type":null,"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":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Google Sheets","optional":false},{"name":"Intercom","optional":false},{"name":"Jira","optional":false},{"name":"Service Desk","optional":false},{"name":"Slack","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-11-06T16:34:11Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-08T17:27:09Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":1},"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 provide front-line technical support to Measured customers, handling support inquiries, troubleshooting platform issues, and ensuring exceptional customer experiences. As a Technical Customer Support Specialist, you will be the first point of contact for customers experiencing technical challenges, triaging issues, resolving common problems, and escalating complex technical matters to Technical Support Engineers. You will help customers navigate the platform, answer product questions, troubleshoot basic data issues, and maintain documentation that enables customer self-service and team efficiency.\nThis role is ideal for someone early in their technical support career who wants to build expertise in data platforms, marketing technology, and customer success while working in a fast-paced, growth-stage SaaS environment.\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\nCustomer Support & Issue Triage\nRespond to customer support inquiries via ticketing system, email, Slack, and chat within SLA timeframes\nTriage incoming support requests, assessing severity, impact, and appropriate routing (resolve, escalate, or redirect)\nResolve common technical issues including login problems, access permissions, basic platform navigation, and report generation\nProvide clear, friendly, and professional responses to customer questions about platform functionality and product features\nEscalate complex technical issues to Technical Support Engineers with detailed context, reproduction steps, and customer impact assessment\nFollow up with customers to ensure issue resolution and satisfaction\nManage ticket queue effectively, meeting response time and resolution SLAs\nPlatform Support & Customer Enablement\nHelp customers navigate Measured's platform, explaining features, workflows, and best practices\nAnswer product questions about reporting, dashboards, data visualization, and platform capabilities\nGuide customers through common tasks such as running reports, exporting data, and accessing historical results\nTroubleshoot basic data questions including understanding metrics, interpreting outputs, and identifying discrepancies\nProvide product education and tips that help customers maximize platform value\nCreate positive customer experiences through responsive, empathetic, and solution-oriented support\nData Quality & Basic Troubleshooting\nConduct initial investigation of data quality questions, validating data availability and basic accuracy checks\nIdentify obvious data gaps or anomalies and document findings for Technical Support Engineer review\nVerify data integration status and confirm data is flowing from advertising platforms and analytics tools\nCheck for common data issues such as missing credentials, expired tokens, or configuration errors\nEscalate data integrity issues to Technical Support Engineers with clear documentation of symptoms and customer impact\nDocumentation & Knowledge Management\nDocument support interactions accurately in ticketing system with clear notes for future reference\nContribute to internal documentation including troubleshooting guides, FAQ responses, and process updates\nHelp maintain customer-facing knowledge base articles and help center content\nIdentify recurring questions and suggest knowledge base articles or self-service resources\nShare learnings with team members to improve collective knowledge and support quality\nCross-Functional Collaboration\nPartner with Customer Success Managers to keep them informed of technical issues affecting their accounts\nCollaborate with Technical Support Engineers on escalated issues, providing additional context as needed\nCoordinate with Product team on feature questions, bug reports, and customer feedback\nSupport Solutions team with post-implementation questions and onboarding-related inquiries\nParticipate in team meetings, training sessions, and knowledge-sharing activities\nContinuous Learning & Development\nDevelop technical knowledge of Measured's platform, data architecture, and measurement methodologies\nLearn about marketing technology ecosystem including advertising platforms, analytics tools, and data integrations\nBuild foundational understanding of incrementality measurement, media mix modeling, and attribution concepts\nParticipate in training programs, product demos, and technical enablement sessions.\nLeveraging AI for an Agentic approach across applicable operations.\nSeek feedback and coaching to continuously improve support skills and technical expertise\nOperational Support\nTrack and report on support metrics including ticket volume, response times, and customer satisfaction\nParticipate in support coverage including scheduled shifts and rotation responsibilities\nContribute to process improvement initiatives and team efficiency projects\nMaintain high quality standards for customer communication and ticket documentation\nSupport team goals around CSAT scores, SLA compliance, and operational excellence\nLeveraging AI assisted tools to assist in optimizing various operational workflows.\nIdeal Experience\nRequired Experience\n1-3 years of experience in customer support, technical support, or customer success in B2B SaaS or technology companies\nBasic technical aptitude with ability to learn data platforms, software applications, exposure to AI tools and Agentic approach to operational workflows.\nExcellent spoken and written English communication skills with customer-friendly, professional tone\nStrong problem-solving skills with ability to troubleshoot issues systematically\nCustomer-first mindset with patience, empathy, and commitment to delivering great experiences\nAbility to manage multiple priorities and work effectively in fast-paced environments\nExperience using ticketing systems (Zendesk, Intercom, Freshdesk, Jira Service Desk) or willingness to learn\nComfortable with ambiguity and learning new concepts quickly\nDetail-oriented with strong organizational skills and follow-through\nBA/BS preferred; background in business, communications, or related field\nTechnical Skills (Preferred)\nIntermediate familiarity with marketing platforms (Facebook Ads, Google Ads, LinkedIn Ads, etc.)\nExperience with analytics tools (Google Analytics, Adobe Analytics) a plus\nUnderstanding of data concepts such as metrics, dimensions, and aggregations\nComfort navigating software applications and learning new platforms quickly\nBasic Excel/Google Sheets skills for data review and validation\nExposure to SQL or data querying a plus, but not required\nMultiTasking: Comfortable handling requests coming across 20+ clients and helping resolve within expected SLA.\nPersonal Characteristics\nEagerness to Learn: Genuinely interested in developing technical skills and building expertise in data platforms and marketing technology\nCustomer Empathy: Naturally empathetic and patient when helping customers solve problems\nStrong Analytical skills: Ability to interpret data and identify actionable needs\nPositive Attitude: Maintains optimistic, solution-oriented approach even when facing challenging situations\nTeam Player: Collaborates well, asks for help when needed, and contributes to team success\nClear Communicator: Writes clearly and professionally; avoids technical jargon when speaking with customers\nDependable: Reliable, punctual, and committed to meeting commitments and SLAs\nCurious: Asks thoughtful questions and seeks to understand root causes rather than just symptoms\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":8697,"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":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Continuous learning"],"hiring_locations":[{"name":"Argentina","iso":"AR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Marketing Analytics & Attribution","Marketing & Sales AI"],"lifecycle":[{"event":"open","at":"2026-06-30T00:00:00Z"},{"event":"close","at":"2026-09-28T22:29:59Z"},{"event":"reopen","at":"2026-11-06T09:26:22Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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