Senior Customer Support Analyst

iSpot.tv

. Serve as the final escalation point for complex Zendesk tickets while maintaining strict 24-hour SLAs .

Posted 9/29/2026full-timeUnited StatesSenior💰 $83,018 - $101,280 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates advanced expertise in SQL query writing, digital tracking tag validation, and ticket queue management within Zendesk and Jira. Proven ability to lead client communications, troubleshoot complex issues, and implement effective solutions in a fast-paced ad-tech environment.

Highest-signal resume keywords

Advanced SQL Query WritingDigital Tracking Tag ValidationZendesk Ticket ManagementClient-Facing CommunicationRoot-Cause Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

MySQLAPI CallsData AnalysisComplex Dataset InspectionMetadata TaggingTroubleshooting UI BugsTechnical DiagnosticsPerformance Metrics TrackingPrompt EngineeringData Ingestion Workflows

Soft Skills

Exceptional Communication SkillsCritical ThinkingOrganizational SkillsAdaptabilityLeadership

Tools & Technologies

ZendeskJiraSalesforceBrowser Developer ToolsWeb PlatformsStreaming Platforms

Industry Keywords

Ad-TechClient CommunicationsTechnical Support WorkflowsEscalation ManagementSLA Management

Tech Stack

Tools & technologies

MySQLSQL

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Currently authorized to work in the United States
4+ years of advanced experience writing SQL queries (MySQL), inspecting browser developer tools, making API calls, and analyzing complex datasets
3+ years of direct experience generating, validating, and troubleshooting digital tracking tags/pixels across web and streaming environments
4+ years of experience in ticket queue management, response macros, and metadata tagging in Zendesk, Jira, Salesforce, or similar platforms
Demonstrated ability to track, report, and improve personal and team performance metrics
Demonstrated ability to integrate AI into technical support workflows
Proven capability in structured prompt engineering and context optimization
Experience using AI for rapid data analysis, script generation, and drafting technical correspondence
Exceptional written and verbal communication skills
Experience leading client-facing communications and explaining complex platform methodologies to non-technical and executive audiences
Superior critical thinking and methodical root-cause analysis skills
Ability to identify root causes across interconnected systems and develop novel solutions
Highly organized and process-oriented
Adaptability and leadership in a fast-evolving ad-tech ecosystem
No employment visa sponsorship available

Benefits

Comp & perks

Salary and equity
Stock options through iSpot’s equity plan for all full-time iSpotters
Pre-approved overtime pay for non-exempt roles
Hybrid and flexible workplace options
Fully remote schedule for employees located farther from iSpot offices and in roles not office-based
Equal opportunity employment
Reasonable accommodation during application or recruiting process