Junior Technical Support Analyst

Summary

Join Improvado, a rapidly growing AI-powered marketing intelligence platform, as a Technical Support Analyst. You will be a key part of our team, helping users resolve data discrepancies by investigating issues, communicating with customers, and collaborating with various teams. This role requires experience in technical support, SQL, and Linux, along with a customer-oriented mindset. We offer a remote-first environment, generous PTO, and professional development opportunities. Improvado partners with globally recognized brands and fosters a fun, open startup culture.

Requirements

• 1+ year of experience as a Technical Support Analyst or in a similar role
• Experience with SQL, including an understanding of select queries, filtering, and aggregate queries
• Basic understanding of the Linux terminal
• Advanced or fluent English
• Customer-oriented mindset ready to support clients in various cases

Responsibilities

• Communicate with customers via Helpdesk (Jira) or video calls (Google Meet)
• Identify, research, and escalate customer problems to the appropriate team
• Solve various technical data-related issues using SQL, Kibana, etc
• Document regular cases
• Work cross-functionally with the Customer Success, Product, Analytics, and Engineering Teams
• Be an expert on Improvado products for our customers

Preferred Qualifications

• Basic digital marketing knowledge (analytics tools, metrics, etc.)
• Experience with APIs (e.g., Facebook, Instagram, Twitter, Reddit) and Postman
• Experience with SQL window functions, update, insert, delete operations in Postgres or Clickhouse
• Experience with cloud providers (GCP, AWS, Azure)

Benefits

• Remote-first environment
• Strong product/market fit: marketing data product for US-based enterprises
• 27 days of PTO per year
• US holidays and additional days off
• Extremely fun & open startup environment
• Professional development reimbursement