iSpot - Sr. Customer Support Analyst

• Senior Queue Management: Serve as the final escalation point for complex Zendesk tickets, maintaining strict 24-hour SLAs while overseeing ticket labeling, taxonomy, and queue performance metrics. • Account & User Activation: Review client contracts and order forms to execute and oversee complex account provisioning, user access setups, and advanced product configuration. • Technical Communication: Lead external client communications, translating complex methodologies, data ingestion workflows, and reporting metrics into clear, executive-ready written explanations. • Technical Ownership: Ownership of backend and UI issue resolution. Evaluate, troubleshoot, and replicate complex UI bugs and data discrepancies; document actionable findings, escalate unresolved issues to Engineering via Jira within 24 hours, communicate status updates to users and validate release. • Data Verification & Querying: Execute advanced backend database queries via MySQL to validate metadata and airings, track data processing, and isolate root causes of reported data issues. • Pixel Generation & QA: Quickly and independently generate, validate, and QA complex custom tracking tags and pixels using correct parameters, IDs, and DSP specifications across web and streaming platforms. • API Diagnostics: Execute API calls matching dashboard functionality and perform in-depth technical diagnostics prior to escalating to Engineering. • Outage Communications: Lead platform status communications during Severity 1–2 system outages, independently drafting, reviewing, and publishing timely, polished, executive- and client-ready technical updates. • Innovative Problem Solving: Proactively identify systemic technical issues, driving the development and implementation of new solutions and workflows to prevent recurring tickets. • Mentorship & Guidance: Mentor and guide Level I, Level II, and Level III analysts through ticket shadowing, technical workflow coaching, and skill development. • Knowledge Management & Process Evolution: Take full ownership of standard operating procedures, knowledge bases, and internal troubleshooting guides, continually updating them to reflect platform changes and new technical solutions. • Cross-Functional Operations: Partner with Solutions, Content Operations, Product, Engineering, and Commercial teams to advocate for customer needs, optimize internal resolution paths, and inform product enhancements. • Qualifications and Education Requirements: • Database & API Diagnostics (4+ Years): Advanced experience writing SQL queries (MySQL), inspecting browser dev tools, making API calls, and analyzing complex datasets to troubleshoot root causes. • Tracking & Pixel QA (3+ Years): Direct experience generating, validating, and troubleshooting digital tracking tags/pixels across web and streaming environments. • Platform & Operations (4+ Years): Proven 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. • AI Tools & Prompt Engineering: Demonstrated ability to integrate AI into technical support workflows. Proven capability in structured prompt engineering, context optimization, and utilizing AI for rapid data analysis, script generation, and drafting technical correspondence. • Technical Writing & Communication: Exceptional written and verbal communication skills, with a track record of leading client-facing communications and explaining complex platform methodologies to non-technical and executive audiences. • Strategic Problem Solving: Superior critical thinking skills with a methodical approach to identifying root causes across interconnected systems and engineering novel solutions. • Detail & Adaptability: Highly organized and process-oriented, with the adaptability and leadership needed to thrive in a fast-evolving ad-tech ecosystem.