About MeasuredMeasured is the pioneer and leader of incrementality-based media measurement and optimization.
Since ****, leading brands have used our AI-powered, all-in-one platform to manage, test, plan, and optimize over $35 billion in full-funnel media investments.
Measured's unique combination of automated experimentation, media mix modeling, and industry-leading expertise helps marketers prove the incremental impact of their advertising and maximize ROI with unmatched ease, accuracy, and efficiency.The RoleThis position will report to the Director, Customer Support Operations and will serve as a technical expert and team leader within the customer support organization, handling complex technical inquiries, mentoring junior team members, and driving operational excellence.
As a Senior Technical Customer Support Specialist, you will own resolution of escalated technical issues, serve as subject matter expert for advanced platform questions, and bridge the gap between front-line support and Technical Support Engineers.
You will balance hands-on customer support with team leadership responsibilities including mentoring, knowledge development, and process improvement initiatives that elevate the entire support organization.This role is adecuado for an experienced support professional who has mastered technical troubleshooting, developed deep product expertise, and is ready to expand their impact through leadership, mentorship, and strategic contributions to support operations.At Measured, we equip every team member with best-in-class technology to fuel extraordinary outcomes.
We expect our team to continuously evolve alongside these tools, using AI as a partner for momentum and innovation — raising the bar on everything we build.
Our people own the final voice, judgment, and accountability behind every deliverable.Key ResponsibilitiesAdvanced Technical Support & Escalation ManagementOwn resolution of complex, escalated technical issues that require advanced troubleshooting and deep product expertiseDiagnose and resolve sophisticated data issues including integration problems, transformation errors, and multi-platform data discrepanciesConduct advanced data validation including SQL queries to verify data accuracy, identify anomalies, and troubleshoot pipeline issuesServe as escalation point for Technical Customer Support Analysts, resolving L2 technical requests.Coordinate with Technical Support Engineers on highly complex issues, providing detailed analysis and customer contextManage critical incidents with composure, coordinating cross-functional response and customer communicationResolve 40%+ of assigned tickets without further escalation through deep technical knowledge and problem-solving expertiseSubject Matter Expertise & Technical LeadershipDevelop deep expertise in Measured's data pipelines, transformation logic, and platform architectureStay current on product roadmap, upcoming features, and technical changes to proactively support customersProvide technical expertise during customer calls, implementation reviews, and strategic account discussionsPartner with Product and Engineering teams to understand technical architecture and translate into customer-facing guidanceContribute to technical documentation,



and troubleshooting guidesregular knowledge-sharing sessions on day-to-day topics, new features, and troubleshooting techniquesModel excellence in customer communication, technical depth, and operational disciplineKnowledge Management & DocumentationCreate and maintain troubleshooting guides, technical runbooks, and process documentationParticipate in the development of customer-facing knowledge base articles for relevant topics and common scenariosMaintain repository of escalation patterns, edge cases, and advanced solutionsProcess Improvement & Operational ExcellenceIdentify opportunities to streamline support workflows, reduce escalations, and improve efficiencyLead initiatives to improve first-contact resolution rates and reduce average handle timeContribute to support operations projects including workflow optimization, automation, and tooling improvementsImplement and refine escalation protocols that balance efficiency with appropriate technical oversightDrive continuous improvement in support quality, customer satisfaction, and operational metricsLeveraging AI for an Agentic approach across applicable operations.Customer Partnership & Relationship ManagementBuild trusted relationships with key customer stakeholders through consistent, expert supportConduct proactive outreach to customers with complex accounts to prevent issues and ensure platform successParticipate in strategic customer calls to provide technical expertise and build confidenceTranslate complex technical concepts into clear, customer-friendly explanationsManage customer expectations during complex issue resolution with transparency and professionalismGather and synthesize customer feedback to inform product improvements and support enhancementsCross-Functional CollaborationPartner closely with Customer Success teams on technical issues affecting retention, expansion, and customer healthCollaborate with Solutions Engineers on complex implementation issues and post-launch supportWork with Product team to communicate customer pain points, feature requests, and usability feedbackPartner with Engineering on bug reports, technical deep-dives, and platform improvement initiativesContribute to cross-functional projects that improve customer experience and platform reliabilityIdeal ExperienceRequired Experience3+ years of experience in technical support, customer support, or technical account management in B2B SaaS1+ years demonstrated expertise as support team member or subject matter expertStrong technical proficiency in data platforms, SQL, APIs, and integrations with hands-on troubleshooting experienceExperience 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 bugsExpert-level proficiency with ticketing systems (Zendesk, Intercom)



including advanced features, automation, and reportingTrack record of driving process improvements that measurably improve team efficiency or customer satisfactionExcellent written and verbal communication skills with ability to explain technical concepts to diverse audiencesCustomer-first mindset with proven ability to build trusted relationships through expert supportExperience managing critical incidents and coordinating cross-functional responseBA/BS preferred; background in technical field, data analytics, or related disciplineTechnical SkillsBasic to Intermediate SQL proficiency for querying databases, validating data transformations, and diagnosing data quality issuesUnderstanding of ETL/ELT pipelines, data warehouses, and data integration patternsExperience with APIs and integrations including troubleshooting authentication, rate limits, and error handlingFamiliarity with data visualization tools (Tableau, Looker, Mode) for validating outputs and investigating discrepanciesUnderstanding of cloud data platforms (Snowflake, BigQuery, Databricks) and modern data stackAbility to read and interpret technical logs, error messages, and system diagnosticsKnowledge of marketing analytics concepts including attribution, incrementality measurement, and media mix modelingExperience with scripting or data analysis tools (Python, R) a plusUnderstanding of data privacy regulations (GDPR, CCPA) and implications for marketing dataMultiTasking: Comfortable handling requests coming across 25+ clients and helping resolve within expected SLA.Proven ability to mentor and develop junior team members with measurable impact on their performanceStrong coaching instincts with ability to guide others through complex problem-solvingKnowledge-sharing mindset that elevates team capabilities through documentation and trainingComfortable providing constructive feedback that helps team members growLeads by example modeling excellent customer communication, technical rigor, and operational disciplineCollaborative leadership style that inspires confidence and builds team cohesionPersonal CharacteristicsTechnical Expert: Deep curiosity about how systems work with commitment to continuous technical learningCustomer Champion: Passionate about delivering exceptional experiences and building customer trustTeam Leader: Natural inclination to help others succeed and elevate collective performanceStrategic Thinker: Sees beyond individual tickets to identify patterns, systemic issues, and improvement opportunitiesClear Communicator: Translates technical complexity into clarity for customers and team members alikeOwnership Mindset: Takes full accountability for issue resolution and team successCalm Under Pressure: Maintains composure and clarity during critical incidents and high-stakes situationsContinuous Improver: Proactively identifies and drives improvements to processes, documentation, and team capabilitiesCoachable: Receptive to feedback and committed to continuous improvementLeads with integrity and embraces diversity in all forms100% RemoteCompetitive Total Rewards and flexible paid time offOpportunities to give back through Measured for GoodEngaged, diverse, and curious cultureAward-winning technology powered by an agile, collaborative team
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📌 Sr.Technical Customer Support Specialist (Córdoba)
🏢 Measured
📍 Córdoba