Junior Technical Support Analyst

Summary

Join Improvado, a fast-growing AI-powered marketing intelligence platform, as a Technical Support Analyst. You will be the first point of contact for marketers, resolving critical data issues and ensuring accurate insights. Your responsibilities include investigating data problems, communicating with clients via helpdesk and video calls, collaborating with other teams to resolve bugs, mastering Improvado's tools and marketing APIs, and documenting recurring cases. The ideal candidate possesses 1+ year of experience in technical support, SQL skills, a customer-first mindset, and excellent communication skills. Improvado offers a remote-first culture, generous time off (27 days PTO + US holidays), and a vibrant work environment. The hiring process involves a homework assignment, an HR interview with SQL tasks, and a final interview with the hiring manager.

Requirements

• 1+ year in technical support or a similar role
• SQL skills (SELECT, filtering, aggregates); familiarity with window functions or ClickHouse/Postgres is a plus
• Customer-First Mindset: Passion for translating technical details into clear, empathetic solutions
• Collaborative Spirit: Thrive in cross-functional teams and fast-paced environments
• Fluent English: Communicate complex ideas clearly to global clients

Responsibilities

• Solve Complex Data Challenges: Investigate issues like missing Reddit conversions by tracing data pipelines from source (API) to SQL transformations
• Engage & Empower Customers: Communicate via Helpdesk (Jira) and sometimes using video calls (Google Meet), turning technical roadblocks into trust-building moments
• Drive Product Excellence: Collaborate with Engineering, Product, and Customer Success teams to escalate bugs and shape solutions
• Become a Platform Expert: Master Improvado’s tools (SQL) and marketing APIs (Facebook, Reddit) to deliver swift, accurate resolutions
• Build Knowledge: Document recurring cases to streamline future troubleshooting

Benefits

• Work Flexibly: Remote-first culture with asynchronous collaboration and results-driven hours
• Generous Time Off: 27 days PTO + US holidays