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Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in technical support and customer relationship management, with a strong focus on data platforms, SQL, and integrations. Proven ability to lead teams, streamline workflows, and enhance customer satisfaction through effective communication and problem-solving.
Highest-signal resume keywords
Technical Support ExpertiseSQL ProficiencyExperience with APIs and IntegrationsExpertise in Ticketing SystemsCustomer Relationship Management
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Report to the Director, Customer Support Operations
- Serve as a technical expert and team leader within the customer support organization
- Own resolution of complex, escalated technical issues and L2 technical requests
- Diagnose data issues involving integrations, transformation errors, and multi-platform discrepancies
- Conduct advanced data validation using SQL queries
- Coordinate with Technical Support Engineers on highly complex issues
- Manage critical incidents and coordinate cross-functional response and customer communication
- Develop expertise in Measured's data pipelines, transformation logic, and platform architecture
- Provide technical expertise during customer calls, implementation reviews, and strategic account discussions
- Partner with Product and Engineering teams to translate technical architecture into customer-facing guidance
- Create and maintain troubleshooting guides, technical runbooks, process documentation, and knowledge base articles
- Lead knowledge-sharing sessions and mentor junior team members
- Identify opportunities to streamline workflows, reduce escalations, and improve efficiency
- Lead initiatives to improve first-contact resolution and reduce average handle time
- Contribute to workflow optimization, automation, and tooling improvements
- Implement and refine escalation protocols
- Drive improvements in support quality, customer satisfaction, and operational metrics using an agentic AI approach where applicable
- Build trusted relationships with key customer stakeholders
- Conduct proactive outreach for complex accounts
- Translate complex technical concepts into clear, customer-friendly explanations
- Gather customer feedback to inform product and support improvements
- Partner with Customer Success on issues affecting retention, expansion, and customer health
- Collaborate with Solutions Engineering on implementation and post-launch support
- Work with Product and Engineering on customer pain points, bugs, technical deep-dives, and platform improvements
- Contribute to cross-functional projects improving customer experience and platform reliability
Requirements
What you’ll need- 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
- Basic to Intermediate SQL proficiency
- Understanding of ETL/ELT pipelines, data warehouses, and data integration patterns
- Experience with APIs and integrations, including authentication, rate limits, and error handling
- Familiarity with Tableau, Looker, or Mode
- Understanding of Snowflake, BigQuery, Databricks, and modern data stack
- Ability to interpret technical logs, error messages, and system diagnostics
- Knowledge of attribution, incrementality measurement, and media mix modeling
- Experience with Python or R is a plus
- Understanding of GDPR and CCPA
- Comfortable handling requests across 25+ clients within expected SLA
- Proven ability to mentor and develop junior team members
- Strong coaching instincts and ability to provide constructive feedback
- Collaborative leadership style
- Commitment to continuous technical learning and improvement
- Leads with integrity and embraces diversity
Benefits
Comp & perks- 100% Remote
- Competitive Total Rewards and flexible paid time off
- Opportunities to give back through Measured for Good
- Engaged, diverse, and curious culture
- Award-winning technology powered by an agile, collaborative team
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
SQLData PlatformsAPIsETL/ELT PipelinesData IntegrationTroubleshootingData ValidationTechnical DocumentationProcess ImprovementData Analytics
Soft Skills
Excellent Communication SkillsCustomer-First MindsetCollaborative LeadershipMentoringCoaching
Tools & Technologies
ZendeskIntercomTableauLookerModeSnowflakeBigQueryDatabricksGA4Adobe Analytics
Industry Keywords
B2B SaaSCustomer SupportTechnical Account ManagementGDPRCCPAAdvertising PlatformsMedia Mix ModelingIncrementality MeasurementData WarehousingCustomer Experience