Junior Technical Support Analyst

at  Improvado

Improvado is an AI-powered, unified platform designed for marketing teams in medium to large-scale enterprises and agencies, who are looking to automate complex marketing intelligence and reporting to make decisions with ease. Improvado gathers, organizes, and untangles marketing data to deliver instant insights through BI and AI, helping to eliminate complexity, delivering laser-focused insights to optimize budgets, enhance campaign efficiency and marketing ROI.
As a rapidly scaling Series A startup that raised $34 million in funding, we’re proud to partner with globally recognized brands such as ASUS, Docker, Activision, H&R Block, and many others. Our diverse team of curious, open, and hard-working individuals is committed to cultivating a fast-paced, agile culture that values personal and professional growth.

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
• Working within US time zones

WHAT YOU WILL DO

You will help our users (marketers) fix data discrepancies. For example, investigate why there are fewer Reddit conversions in extracted data than seen through the Reddit ads platform UI. You might need to check all pipelines from the data source to the final SQL transformation to resolve the issue.

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