iSpot.tv

Support Engineer

• Serve as the final escalation point for complex Zendesk tickets while maintaining strict 24-hour SLAs
• Oversee ticket labeling, taxonomy, and queue performance metrics
• Review client contracts and order forms to execute complex account provisioning, user access setup, and advanced product configuration
• Lead external client communications about methodologies, data ingestion workflows, and reporting metrics
• Evaluate, troubleshoot, and replicate complex UI bugs and data discrepancies
• Document findings, escalate unresolved issues to Engineering via Jira within 24 hours, communicate status updates, and validate releases
• Execute advanced MySQL queries to validate metadata and airings, track data processing, and isolate root causes
• Generate, validate, and QA custom tracking tags and pixels across web and streaming platforms
• Execute API calls and perform technical diagnostics before escalating to Engineering
• Lead platform status communications during Severity 1–2 outages
• Identify systemic technical issues and implement solutions and workflows to prevent recurring tickets
• Mentor Level I, II, and III analysts
• Own and update standard operating procedures, knowledge bases, and troubleshooting guides
• Partner with Solutions, Content Operations, Product, Engineering, and Commercial teams to advocate for customers and inform product enhancements

Senior Customer Support Analyst