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Measured

Audience-level attribution and incrementality testing

Technical Customer Support Analyst

Customer SupportConfirmed live in the last 24 hours
Full-timeRemote in ArgentinaNo salary listed

About the Job

Requirements

  • One to three years of experience in customer support, technical support, or customer success in B2B SaaS or technology companies.
  • Basic technical aptitude and the ability to learn data platforms, software applications, AI tools, and agentic approaches to operational workflows.
  • Strong spoken and written English communication skills with a customer-friendly, professional tone.
  • Ability to troubleshoot issues systematically.
  • Ability to manage multiple priorities and work effectively in fast-paced environments.
  • Experience using ticketing systems such as Zendesk, Intercom, Freshdesk, or Jira Service Desk, or willingness to learn.
  • A bachelor's degree is preferred; business, communications, or a related background is preferred.
  • Ability to interpret data and identify actionable needs.
  • Ability to handle requests across 20 or more clients and help resolve them within expected SLA timeframes.

Responsibilities

  • Respond to customer support inquiries via ticketing system, email, Slack, and chat within SLA timeframes.
  • Triage incoming support requests by assessing severity, impact, and appropriate routing, including resolution, escalation, or redirection.
  • Resolve common technical issues, including login problems, access permissions, basic platform navigation, and report generation.
  • Provide clear, professional responses to customer questions about platform functionality and product features.
  • Escalate complex technical issues to Technical Support Engineers with context, reproduction steps, and customer impact assessments.
  • Follow up with customers to ensure issue resolution and satisfaction.
  • Manage the ticket queue to meet response-time and resolution SLAs.
  • Help customers navigate the platform by explaining features, workflows, and best practices.
  • Answer questions about reporting, dashboards, data visualization, and platform capabilities.
  • Guide customers through tasks such as running reports, exporting data, and accessing historical results.
  • Troubleshoot basic data questions, including interpreting metrics and outputs and identifying discrepancies.
  • Provide product education and tips to help customers maximize platform value.
  • Investigate data-quality questions initially by validating data availability and performing 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, including missing credentials, expired tokens, and configuration errors.
  • Escalate data-integrity issues to Technical Support Engineers with documentation of symptoms and customer impact.
  • Document support interactions in the ticketing system with clear notes for future reference.
  • Contribute to internal 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.
  • Partner with Customer Success Managers to keep them informed of technical issues affecting their accounts.
  • Collaborate with Technical Support Engineers on escalated issues and provide additional context as needed.
  • Coordinate with the Product team on feature questions, bug reports, and customer feedback.
  • Support the Solutions team with post-implementation questions and onboarding-related inquiries.
  • Participate in team meetings, training sessions, and knowledge-sharing activities.
  • Develop technical knowledge of the platform, data architecture, and measurement methodologies.
  • Learn about advertising platforms, analytics tools, and data integrations, and build foundational understanding of incrementality measurement, media mix modeling, and attribution concepts.
  • Participate in training programs, product demos, and technical enablement sessions.
  • Use an agentic approach with AI across applicable operations.
  • Seek feedback and coaching to improve support skills and technical expertise.
  • Track and report support metrics, including ticket volume, response times, and customer satisfaction.
  • Participate in support coverage through scheduled shifts and rotation responsibilities.
  • Contribute to process-improvement initiatives and team-efficiency projects.
  • Maintain high standards for customer communication and ticket documentation.
  • Support team goals for CSAT scores, SLA compliance, and operational excellence.
  • Use AI-assisted tools to optimize operational workflows.

Desired Qualifications

  • Intermediate familiarity with marketing platforms such as Facebook Ads, Google Ads, and LinkedIn Ads.
  • Experience with analytics tools such as Google Analytics or Adobe Analytics.
  • Understanding of data concepts such as metrics, dimensions, and aggregations.
  • Basic Excel or Google Sheets skills for data review and validation.
  • Exposure to SQL or data querying.

About the Company

Measured

Audience-level attribution and incrementality testing

Measured provides marketing measurement solutions to help brands optimize their media spend and prove the value of advertising. It offers advanced attribution and incrementality testing services, enabling clients to run audience-level experiments to quantify the lift and capture up to 30% marketing efficiency. The product combines proven measurement methods to validate and optimize media investments, delivered through subscription-based services and consulting. Measured differentiates itself with a strong emphasis on security and compliance (SSAE SOC 2 and ISO 27001), a client-focused approach across e-commerce, media platforms, and technology partners, and thought leadership via initiatives like the Incrementality Insights series. The company's goal is to enable data-driven growth by providing clear, actionable insights that prove advertising ROI and maximize media effectiveness.

Company size
51-200
Company stage
Growth Equity (Venture Capital)
Total funding
$23M
Headquarters
Austin, TX
Founded
2017

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