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Salary: USD 83,018 - 101,280 / annual
iSpot.tv is seeking a Senior Customer Support Analyst to join their team and serve as a technical leader within the customer support organization. This role combines deep technical expertise with client-facing leadership, requiring you to manage complex escalations, mentor junior analysts, and drive operational improvements across the support function.
You will serve as the final escalation point for complex technical issues, maintaining 24-hour SLAs while overseeing ticket taxonomy and queue performance. Key responsibilities include executing account provisioning and user access setups based on client contracts; leading technical communications with clients by translating complex ad-tech methodologies and data workflows into clear, executive-ready explanations; and owning backend and UI issue resolution through troubleshooting, replication, and escalation to Engineering via Jira.
You will execute advanced MySQL database queries to validate metadata and track data processing; independently generate, validate, and QA custom tracking tags and pixels across web and streaming platforms; and perform API diagnostics matching dashboard functionality. During platform outages, you will lead Severity 1–2 status communications, independently drafting and publishing timely technical updates. You will mentor Level I, II, and III analysts through shadowing and technical coaching; take full ownership of SOPs, knowledge bases, and troubleshooting guides; and partner cross-functionally with Solutions, Product, Engineering, and Commercial teams to advocate for customer needs and inform product enhancements.
The role is based in Seattle (Bellevue, WA office) or New York, NY, with a hybrid schedule of 1–3 days per week in office for those local to these areas. Those further away work fully remote.
REQUIREMENTS:
- Database & API Diagnostics (4+ years): Advanced SQL query writing (MySQL), browser dev tools inspection, API calls, and complex dataset analysis for root-cause troubleshooting.
- 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 with 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, with proven capability in structured prompt engineering, context optimization, and using 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 adaptability and leadership needed to thrive in a fast-evolving ad-tech ecosystem.
