Technical Support Specialist

il y a 5 jours


Strasbourg, Grand Est, France Improvado Temps plein
Improvado Technical Support Analyst

About Improvado

Improvado is a cutting-edge, AI-driven platform designed to empower marketing teams in medium to large-scale enterprises and agencies. Our mission is to simplify complex marketing intelligence and reporting, enabling data-driven decisions with ease.

We're a rapidly scaling Series A startup with a strong product-market fit, proud to partner with globally recognized brands. Our diverse team is committed to fostering a fast-paced, agile culture that values personal and professional growth.

Job Summary

We're seeking a skilled Technical Support Analyst to join our team. As a Technical Support Analyst, you will play a critical role in resolving customer issues related to data discrepancies. Your expertise in SQL, Kibana, and other technical tools will enable you to investigate and resolve complex data-related problems.

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
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
Nice to Have
  • 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)
What We Offer
  • 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


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