Sr. Customer Support Analyst

Applicants must be currently authorized to work in the United States. iSpot is not able to sponsor or take over sponsorship of an employment visa for this position at this time.

About the role

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