Senior Technical Customer Support Specialist
New
M
MeasuredMarketing analytics
Location: ArgentinaFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 3+ years of experience in technical support, customer support, or technical account management in B2B SaaS; 1+ years demonstrated expertise as support team member or subject matter expert
- Required Skills
- SQLRESTful APIsZendesk
Requirements
- 3+ years of experience in technical support, customer support, or technical account management in B2B SaaS.
- 1+ year of demonstrated expertise as a support team member or subject matter expert.
- Strong technical proficiency in data platforms, SQL, APIs, and integrations, with hands-on troubleshooting experience.
- Experience diagnosing data pipeline problems, integration errors, and platform bugs.
- Expert-level proficiency with Zendesk or Intercom ticketing systems, including advanced features, automation, and reporting.
- Experience with marketing technology, including advertising platforms such as Facebook, Google, or TikTok and analytics tools such as GA4 or Adobe Analytics.
- Understanding of ETL/ELT pipelines, data warehouses, and data integration patterns.
- Ability to read and interpret technical logs, error messages, and system diagnostics.
- Experience managing critical incidents and coordinating cross-functional responses.
- Ability to handle requests across 25+ clients within expected SLAs.
- Demonstrated ability to mentor junior team members and drive process improvements.
- BA/BS preferred; a technical, data analytics, or related background is preferred.
Responsibilities
- Own resolution of complex, escalated technical issues, including data, integration, transformation, and platform problems.
- Use SQL to validate data accuracy, identify anomalies, and troubleshoot pipeline issues.
- Serve as an escalation point for Technical Customer Support Analysts and coordinate with Technical Support Engineers.
- Provide technical expertise during customer calls, implementation reviews, and strategic account discussions.
- Mentor team members and share troubleshooting knowledge through sessions, documentation, and training.
- Create and maintain troubleshooting guides, technical runbooks, process documentation, and knowledge base articles.
- Identify and lead improvements to support workflows, escalation protocols, first-contact resolution, and efficiency.
- Coordinate critical incident response and customer communication across relevant teams.
- Partner with Customer Success, Solutions Engineering, Product, and Engineering on customer issues and platform improvements.
- Gather customer feedback and communicate pain points, feature requests, and usability feedback to Product.
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