About Measured
Measured is the pioneer and leader of incrementality-based media measurement and optimization. Since 2017, 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 Role
This position will report to the Director, Customer Support Operations and will provide front-line technical support to Measured customers, handling support inquiries, troubleshooting platform issues, and ensuring exceptional customer experiences. As a Technical Customer Support Specialist, you will be the first point of contact for customers experiencing technical challenges, triaging issues, resolving common problems, and escalating complex technical matters to Technical Support Engineers. You will help customers navigate the platform, answer product questions, troubleshoot basic data issues, and maintain documentation that enables customer self-service and team efficiency.
This role is ideal for someone early in their technical support career who wants to build expertise in data platforms, marketing technology, and customer success while working in a fast-paced, growth-stage SaaS environment.
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.
Requirements
Key Responsibilities
Customer Support & Issue Triage
Respond to customer support inquiries via ticketing system, email, Slack, and chat within SLA timeframes
Triage incoming support requests, assessing severity, impact, and appropriate routing (resolve, escalate, or redirect)
Resolve common technical issues including login problems, access permissions, basic platform navigation, and report generation
Provide clear, friendly, and professional responses to customer questions about platform functionality and product features
Escalate complex technical issues to Technical Support Engineers with detailed context, reproduction steps, and customer impact assessment
Follow up with customers to ensure issue resolution and satisfaction
Manage ticket queue effectively, meeting response time and resolution SLAs
Platform Support & Customer Enablement
Help customers navigate Measured's platform, explaining features, workflows, and best practices
Answer product questions about reporting, dashboards, data visualization, and platform capabilities
Guide customers through common tasks such as running reports, exporting data, and accessing historical results
Troubleshoot basic data questions including understanding metrics, interpreting outputs, and identifying discrepancies
Provide product education and tips that help customers maximize platform value
Create positive customer experiences through responsive, empathetic, and solution-oriented support
Data Quality & Basic Troubleshooting
Conduct initial investigation of data quality questions, validating data availability and basic accuracy checks
Identify obvious data gaps or anomalies and document findings for Technical Support Engineer review
Verify data integration status and confirm data is flowing from advertising platforms and analytics tools
Check for common data issues such as missing credentials, expired tokens, or configuration errors
Escalate data integrity issues to Technical Support Engineers with clear documentation of symptoms and customer impact
Documentation & Knowledge Management
Document support interactions accurately in ticketing system with clear notes for future reference
Contribute to internal documentation including…