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Sr.Technical Customer Support Specialist at Measured · globalremotely

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

This position will report to the Director, Customer Support Operations and will serve as a technical expert and team leader within the customer support organization, handling complex technical inquiries, mentoring junior team members, and driving operational excellence. As a Senior Technical Customer Support Specialist, you will own resolution of escalated technical issues, serve as subject matter expert for advanced platform questions, and bridge the gap between front-line support and Technical Support Engineers. You will balance hands-on customer support with team leadership responsibilities including mentoring, knowledge development, and process improvement initiatives that elevate the entire support organization.

This role is ideal for an experienced support professional who has mastered technical troubleshooting, developed deep product expertise, and is ready to expand their impact through leadership, mentorship, and strategic contributions to support operations.

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

Advanced Technical Support & Escalation Management

Own resolution of complex, escalated technical issues that require advanced troubleshooting and deep product expertise
Diagnose and resolve sophisticated data issues including integration problems, transformation errors, and multi-platform data discrepancies
Conduct advanced data validation including SQL queries to verify data accuracy, identify anomalies, and troubleshoot pipeline issues
Serve as escalation point for Technical Customer Support Analysts, resolving L2 technical requests.
Coordinate with Technical Support Engineers on highly complex issues, providing detailed analysis and customer context
Manage critical incidents with composure, coordinating cross-functional response and customer communication
Resolve 40%+ of assigned tickets without further escalation through deep technical knowledge and problem-solving expertise

Subject Matter Expertise & Technical Leadership

Develop deep expertise in Measured's data pipelines, transformation logic, and platform architecture
Stay current on product roadmap, upcoming features, and technical changes to proactively support customers
Provide technical expertise during customer calls, implementation reviews, and strategic account discussions
Partner with Product and Engineering teams to understand technical architecture and translate into customer-facing guidance
Contribute to technical documentation, and troubleshooting guides

regular knowledge-sharing sessions on day-to-day topics, new features, and troubleshooting techniques
Model excellence in customer communication, technical depth, and operational discipline

Knowledge Management & Documentation

Create and maintain troubleshooting guides, technical runbooks, and process documentation
Participate in the development of customer-facing knowledge base articles for relevant topics and common scenarios
Maintain repository of escalation patterns, edge cases, and advanced solutions

Process Improvement & Operational Excellence

Identify opportunities to streamline support workflows, reduce escalations, and improve efficiency
Lead initiatives to improve first-contact resolution rates and reduce average handle time
Contribute to support operations projects including workflow optimization, automation, and tooling improvements
Implement and refine escalation protocols that balance efficiency with appropriate technical oversight
Drive continuous improvement in support quality, customer satisfaction, and operational metrics
Leveraging AI for an Agentic approach across applicable operations.

Customer Partnership & Relationship Management

Build trusted relationships with key customer stakeholders through consistent, expert support
Conduct proactive outreach to customers with complex accounts to prevent issues and ensure platform success
Participate in strategic customer calls to provide technical expertise and build confidence
Translate complex technical concepts into clear, customer-friendly explanations
Manage customer expectations during complex issue resolution with transparency and professionalism
Gather and synthesize customer feedback to inform product improvements and support enhancements

Cross-Functional Collaboration

Partner closely with Customer Success teams on technical issues affecting retention, expansion, and customer health
Collaborate with Solutions Engineers on complex implementation issues and post-launch support
Work with Product team to communicate customer pain points, feature requests, and usability feedback
Partner with Engineering on bug reports, technical deep-dives, and platform improvement initiatives
Contribute to cross-functional projects that improve customer experience and platform reliability

Ideal Experience

Required 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
Strong technical proficiency in data platforms, SQL, APIs, and integrations with hands-on troubleshooting experience
Experience with marketing technology platforms including advertising platforms (Facebook, Google, TikTok) and analytics tools (GA4, Adobe Analytics)
Proven ability to diagnose and resolve complex technical issues including data pipeline problems, integration errors, and platform bugs
Expert-level proficiency with ticketing systems (Zendesk, Intercom) including advanced features, automation, and reporting
Track record of driving process improvements that measurably improve team efficiency or customer satisfaction
Excellent written and verbal communication skills with ability to explain technical concepts to diverse audiences
Customer-first mindset with proven ability to build trusted relationships through expert support
Experience managing critical incidents and coordinating cross-functional response
BA/BS preferred; background in technical field, data analytics, or related discipline

Technical Skills

Basic to Intermediate SQL proficiency for querying databases, validating data transformations, and diagnosing data quality issues
Understanding of ETL/ELT pipelines, data warehouses, and data integration patterns
Experience with APIs and integrations including troubleshooting authentication, rate limits, and error handling
Familiarity with data visualization tools (Tableau, Looker, Mode) for validating outputs and investigating discrepancies
Understanding of cloud data platforms (Snowflake, BigQuery, Databricks) and modern data stack
Ability to read and interpret technical logs, error messages, and system diagnostics
Knowledge of marketing analytics concepts including attribution, incrementality measurement, and media mix modeling
Experience with scripting or data analysis tools (Python, R) a plus
Understanding of data privacy regulations (GDPR, CCPA) and implications for marketing data
MultiTasking: Comfortable handling requests coming across 25+ clients and helping resolve within expected SLA.

Proven ability to mentor and develop junior team members with measurable impact on their performance
Strong coaching instincts with ability to guide others through complex problem-solving
Knowledge-sharing mindset that elevates team capabilities through documentation and training
Comfortable providing constructive feedback that helps team members grow
Leads by example modeling excellent customer communication, technical rigor, and operational discipline
Collaborative leadership style that inspires confidence and builds team cohesion

Personal Characteristics

Technical Expert: Deep curiosity about how systems work with commitment to continuous technical learning
Customer Champion: Passionate about delivering exceptional experiences and building customer trust
Team Leader: Natural inclination to help others succeed and elevate collective performance
Strategic Thinker: Sees beyond individual tickets to identify patterns, systemic issues, and improvement opportunities
Clear Communicator: Translates technical complexity into clarity for customers and team members alike
Ownership Mindset: Takes full accountability for issue resolution and team success
Calm Under Pressure: Maintains composure and clarity during critical incidents and high-stakes situations
Continuous Improver: Proactively identifies and drives improvements to processes, documentation, and team capabilities
Coachable: Receptive to feedback and committed to continuous improvement
Leads with integrity and embraces diversity in all forms

Benefits