Technical Customer Support Analyst

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.

This position will report to the Director, Customer Support Operations and will provide front-line technical support to Measured customers, handling support inquiries, troubleshooting platform issues, and ensuring exceptional customer experiences. As a Technical Customer Support Specialist, you will be the first point of contact for customers experiencing technical challenges, triaging issues, resolving common problems, and escalating complex technical matters to Technical Support Engineers.

You will help customers navigate the platform, answer product questions, troubleshoot basic data issues, and maintain documentation that enables customer self-service and team efficiency.

This role is ideal for someone early in their technical support career who wants to build expertise in data platforms, marketing technology, and customer success while working in a fast-paced, growth-stage SaaS environment.

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.

• Respond to customer support inquiries via ticketing system, email, Slack, and chat within SLA time frames
• Triage incoming support requests, assessing severity, impact, and appropriate routing (resolve, escalating, or redirect)
• Resolve common technical issues including login problems, access permissions, basic platform navigation, and report generation
• Provide clear, friendly, and professional responses to customer questions about platform functionality and product features
• Escalate complex technical issues to Technical Support Engineers with detailed context, reproduction steps, and customer impact assessment
• Follow up with customers to ensure issue resolution and satisfaction
• Manage ticket queue effectively, meeting response time and resolution SLAs

• Help customers navigate Measured's platform, explaining features, workflows, and best practices
• Answer product questions about reporting, dashboards, data visualization, and platform capabilities
• Guide customers through common tasks such as running reports, exporting data, and accessing historical results
• Troubleshoot basic data questions including understanding metrics, interpreting outputs, and identifying discrepancies
• Provide product education and tips that help customers maximize platform value
• Create positive customer experiences through responsive, empathetic, and solution-oriented support

• Conduct initial investigation of data quality questions, validating data availability and 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 such as missing credentials, expired tokens, or configuration errors
• Escalate data integrity issues to Technical Support Engineers with clear documentation of…