Sr. Customer Support Analyst

What You’ll Be Part Of: iSpot is looking for a Senior Support Analyst to join our team. In this role, you

will collaborate with multiple internal teams and external stakeholders to deliver an exceptional

customer experience across iSpot’s entire client portfolio. This position requires a unique blend of domain-specific product knowledge, technical proficiency, and exceptional written communication skills. As a senior member of the team, you will lead technical communications and serve as a primary technical point of contact for our clients.

Responsibilities:

• Senior Queue Management: Serve as the final escalation point for complex Zendesk tickets, maintaining strict 24-hour SLAs while overseeing ticket labeling, taxonomy, and queue performance metrics.
• Account & User Activation: Review client contracts and order forms to execute and oversee complex account provisioning, user access setups, and advanced product configuration.
• Technical Communication: Lead external client communications, translating complex methodologies, data ingestion workflows, and reporting metrics into clear, executive-ready written explanations. 
• Technical Ownership: Ownership of backend and UI issue resolution. Evaluate, troubleshoot, and replicate complex UI bugs and data discrepancies; document actionable findings, escalate unresolved issues to Engineering via Jira within 24 hours, communicate status updates to users and validate release. 
• Data Verification & Querying: Execute advanced backend database queries via MySQL to validate metadata and airings, track data processing, and isolate root causes of reported data issues.
• Pixel Generation & QA: Quickly and independently generate, validate, and QA complex custom tracking tags and pixels using correct parameters, IDs, and DSP specifications across web and streaming platforms.
• API Diagnostics: Execute API calls matching dashboard functionality and perform in-depth technical diagnostics prior to escalating to Engineering.
• Outage Communications: Lead platform status communications during Severity 1–2 system outages, independently drafting, reviewing, and publishing timely, polished, executive- and client-ready technical updates.
• Innovative Problem Solving: Proactively identify systemic technical issues, driving the development and implementation of new solutions and workflows to prevent recurring tickets.
• Mentorship & Guidance: Mentor and guide Level I, Level II, and Level III analysts through ticket shadowing, technical workflow coaching, and skill development.
• Knowledge Management & Process Evolution: Take full ownership of standard operating procedures, knowledge bases, and internal troubleshooting guides, continually updating them to reflect platform changes and new technical solutions.
• Cross-Functional Operations: Partner with Solutions, Content Operations, Product, Engineering, and Commercial teams to advocate for customer needs, optimize internal resolution paths, and inform product enhancements.

Qualifications and Education Requirements:

• Database & API Diagnostics (4+ Years): Advanced experience writing SQL queries (MySQL), inspecting browser dev tools, making API calls, and analyzing complex datasets to troubleshoot root causes.
• Tracking & Pixel QA (3+ Years): Direct experience generating, validating, and troubleshooting digital tracking tags/pixels across web and streaming environments.
• Platform & Operations (4+ Years): Proven experience in ticket queue management, response macros, and metadata tagging in Zendesk, Jira, Salesforce, or similar platforms. Demonstrated ability to track, report, and improve personal and team performance metrics.
• AI Tools & Prompt Engineering: Demonstrated ability to integrate AI into technical support workflows. Proven capability in structured prompt engineering, context optimization, and utilizing AI for rapid data analysis, script generation, and drafting technical correspondence.
• Technical Writing & Communication: Exceptional written and verbal communication skills, with a track record of leading client-facing communications and explaining complex platform methodologies to non-technical and executive audiences.
• Strategic Problem Solving: Superior critical thinking skills with a methodical approach to identifying root causes across interconnected systems and engineering novel solutions.
• Detail & Adaptability: Highly organized and process-oriented, with the adaptability and leadership needed to thrive in a fast-evolving ad-tech ecosystem.

Target cash compensation range: $83,018 - $101,280 USD Annually

We are committed to providing competitive, market-informed compensation. The cash compensation above includes base salary, variable commission for employees in eligible roles, and annual bonus targets for eligible roles. In addition to cash compensation, all full time iSpotters are eligible to participate in iSpot’s equity plan to receive stock options. Non-exempt roles will also be eligible for (pre-approved) overtime pay. Individual compensation packages are influenced by different factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.

For more information on total rewards package, go HERE

Hybrid & Flexible Workplace Policy

iSpot supports a hybrid and flexible workplace. Depending on location and work responsibilities, employees may be designated as full-time or part-time office-based or a fully remote employee. A hybrid work schedule indicates that you work in the office some days and work from home other days. The best hybrid workplaces allow for flexibility while also encouraging consistency. 

Those local or living in surrounding areas to one of our offices (Bellevue, WA or New York, NY) will work a hybrid schedule, coming into their local office 1-3 days a week. While those in a role, not office-based and located further away from our offices, will work a fully remote schedule. If you have questions regarding exact details of our hybrid & flexible workplace policy, please let your recruiter know and they will discuss with you further.

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