Technical Operations Specialist I

About Measured

Measured 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.

The Role

As a TechOps Specialist I, you'll be a core member of our customer-facing support team, operating with professionalism, accuracy, and a strong sense of ownership in every interaction and deliverable. You'll own tickets end-to-end, contribute to pipeline monitoring and automation, and help build the dashboards, AI agents, and tooling that make the team's operations more efficient.

At 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.

Requirements

Key Responsibilities

Client-Facing Excellence & Ticket Ownership

• Handle all client interactions with professionalism, accuracy, and responsiveness, maintaining a client-first mindset focused on delivering a positive and reliable experience
• Own every assigned ticket from acknowledgement through investigation, resolution, and closure, with each step handled thoroughly and communicated clearly
• Proactively pick up tickets and support teammates to maintain balanced workload distribution across the team
• Consistently meet response and resolution SLA timelines, communicating proactively if risks or delays are anticipated
• Deliver work that is clear, complete, and accurate, continuously improving to reduce errors and eliminate rework

Escalation Management & Process Adherence

• Identify and address issues early, collaborating with teammates and escalating internally when needed, before client impact occurs
• Take full responsibility for your outcomes, learning from every challenge and bringing a continuous improvement mindset to your work
• Keep all teams informed with timely, clear updates, communicating transparently when facing constraints or delays
• Follow established SOPs and best practices, proactively identifying inefficiencies and sharing improvement ideas with the team
• Work effectively with Engineering, Product, and other teams to resolve issues efficiently and contribute to a culture of shared accountability.

Data Quality & Basic Troubleshooting

• Conduct initial investigation of data quality questions, validating data availability and basic accuracy checks
• Identify obvious data gaps or anomalies and document findings for Technical Support Engineer review
• Verify data integration status and confirm data is flowing from advertising platforms and analytics tools
• Check for common data issues such as missing credentials, expired tokens, or configuration errors
• Escalate data integrity issues to Technical Engineers with clear documentation of symptoms and customer impact

Documentation & Knowledge Management

• Document support interactions accurately in ticketing system with clear notes for future reference
• Contribute to internal documentation including troubleshooting guides, FAQ responses, and process updates
• Help maintain customer-facing knowledge base articles and help center content
• Identify recurring questions and suggest knowledge base articles or self-service resources
• Share learnings with team members to improve collective knowledge and support quality

AI, Automation & Platform Building

• Develop and train AI agents that automate end-to-end workflows across TechOps processes
• Build dashboards and views that surface the data needed to solve real operational problems
• Play a core role in enhancing monitoring across end-to-end pipelines, identifying potential breakages early, and driving the fixes needed to resolve them
• Create skills that function as sub-agents, continuously enhancing them to deliver more valuable outcomes

What success looks like

• Strong adherence to SLA commitments
• Equal and proactive ticket contribution across the team
• High accuracy and quality in every resolution
• Minimal client escalations
• Consistent ownership and accountability
• High client satisfaction and reliability
• Ability to perform under pressure and consistently meet deadlines

Ideal Experience

Required Experience

• 2-3 years of relevant professional experience, with at least 1 year of hands-on experience working with AI tools
• Basic technical aptitude with ability to learn data platforms, software applications, exposure to AI tools and Agentic approach to operational workflows
• Proficient in Python and/or Node.js, as you'll be part of a team developing automations
• Advanced SQL knowledge
• Working knowledge of Jira, Angular, Snowflake, and AWS
• Excellent spoken and written English communication skills with customer-friendly, professional tone
• Strong problem-solving and solutioning ability, with skills to troubleshoot issues systematically
• Customer-first mindset with patience, empathy, and commitment to delivering great experiences
• Ability to manage multiple priorities and work effectively in fast-paced environments
• Experience using ticketing systems (Zendesk, Intercom, Freshdesk, Jira Service Desk) or willingness to learn
• Comfortable with ambiguity and learning new concepts quickly
• Detail-oriented with strong organizational skills and follow-through
• Basic Excel/Google Sheets skills for data review and validation

Nice to Have

• 1-2 years of experience in customer support, technical support, or customer success in B2B SaaS or technology companies
• Experience or domain knowledge in marketing
• Experience developing AI agents that automate a complete end-to-end workflow

Personal Characteristics

• Eagerness to Learn: Genuinely interested in developing technical skills and building expertise in data platforms and marketing technology
• Customer Empathy: Naturally empathetic and patient when helping customers solve problems
• Strong Analytical Skills: Ability to interpret data and identify actionable needs
• Positive Attitude: Maintains optimistic, solution-oriented approach even when facing challenging situations
• Team Player: Collaborates well, asks for help when needed, and contributes to team success
• Clear Communicator: Writes clearly and professionally; avoids technical jargon when speaking with customers
• Dependable: Reliable, punctual, and committed to meeting commitments and SLAs
• Curious: Asks thoughtful questions and seeks to understand root causes rather than just symptoms
• Coachable: Receptive to feedback and committed to continuous improvement
• Leads with integrity and embraces diversity in all forms

Benefits

• 100% Remote
• Total Rewards - Compelling compensation packages , regional paid holidays, and regional health and wellness plans where available
• Social Engagement - virtual engagement, knowledge sharing, and more
• Giving Back - Opportunities to volunteer and impact our communities through Measured for Good initiatives
• Culture - Integrity, diversity, and award winning technology

Measured values curiosity, integrity, aiming for the extraordinary, customer obsession, and employee belonging.

Measured promotes diversity and inclusivity in all forms, which helps to shape our company culture and industry leading products. Measured is committed to providing equal employment opportunities (EEO) to all employees and applicants, regardless of race, color, hairstyle, religion, sex, national origin, age, disability, genetics, or any other protected characteristics.