Technical Support Analyst I

Summary

Invoca is a revenue execution and platform company helping marketing, commerce, and contact center teams turn customer conversations into revenue through AI agents and connected digital and human experiences. The Technical Support Analyst I will provide frontline customer support by diagnosing issues across campaigns, call routing, numbers, and integrations, resolving cases or escalating them with sufficient context. The role also involves maintaining knowledge-base documentation, using approved AI tools, and participating in off-hours and holiday support rotations.

Responsibilities

• Own the front line of inbound support — triage tickets and phone calls from the queue, diagnosing issues across campaigns, call routing, numbers, and integrations before escalating
• Become a platform and marketing-tech expert — build fluency in the Invoca UI and campaign configuration, plus adjacent tools like the Google Marketing Suite, so you can speak the customer's language, not just ours
• Keep customers and CSMs in the loop — deliver clear, proactive status updates on open cases so nothing goes stale or catches a CSM by surprise
• Build the knowledge base as you go — write and update documentation for the issues you resolve, so the next analyst (including future you) solves it faster
• Diagnose before you escalate — research a problem using team tools like Kibana, VoIP Monitor, and the number management tool, and bring peers a specific, well-scoped question rather than the whole ticket
• Share the on-call load — participate in the team's off-hours and holiday rotation, triaging or resolving urgent issues as they come up
• Use AI as part of the job, not a side project — summarize long ticket threads, draft articles, and speed up context-switching with approved AI tools (such as Claude, gumloop, cursor, etc), then grow toward automating repetitive parts of triage as you level up

Skills

• At least 1+ year in a customer-facing, marketing- or SaaS-related support role — comfortable being someone's first call when something is broken, and they're frustrated
• Can hold a real troubleshooting conversation about a technical product — has diagnosed an issue by asking questions and checking data, not just following a script
• Comfortable being handed ambiguity — given a vague “calls aren't tracking right” ticket, can narrow it down to a specific config, number, or integration before asking for help
• Writes clearly under pressure — can document what they found and what they did in a way a teammate (or their future self) can actually use
• Wants to grow past this exact role — sees Technical Support Analyst I as a step toward Analyst II, not a permanent status
• Comfortable with structure and rotation — has worked a shift, queue, or on-call schedule before, and it wasn't a dealbreaker
• Already uses AI tools like ChatGPT or Gemini for real work, not just novelty — can describe a specific time it sped them up, and how they double-checked the output before relying on it
• Exposure to Google Marketing Suite or Adobe Marketing Cloud
• Basic HTML/JavaScript reading ability — enough to make sense of a tag or snippet a customer pastes in
• Experience building AI Agents to improve efficiency and accuracy, such as Claude, cursor & gumloop
• Prior exposure to call routing, telecom, or IVR concepts

Qualifications

Must Haves

• At least 1+ year in a customer-facing, marketing- or SaaS-related support role — comfortable being someone's first call when something is broken, and they're frustrated
• Can hold a real troubleshooting conversation about a technical product — has diagnosed an issue by asking questions and checking data, not just following a script
• Comfortable being handed ambiguity — given a vague “calls aren't tracking right” ticket, can narrow it down to a specific config, number, or integration before asking for help
• Writes clearly under pressure — can document what they found and what they did in a way a teammate (or their future self) can actually use
• Wants to grow past this exact role — sees Technical Support Analyst I as a step toward Analyst II, not a permanent status
• Comfortable with structure and rotation — has worked a shift, queue, or on-call schedule before, and it wasn't a dealbreaker
• Already uses AI tools like ChatGPT or Gemini for real work, not just novelty — can describe a specific time it sped them up, and how they double-checked the output before relying on it

Nice to Haves

• Exposure to Google Marketing Suite or Adobe Marketing Cloud
• Basic HTML/JavaScript reading ability — enough to make sense of a tag or snippet a customer pastes in
• Experience building AI Agents to improve efficiency and accuracy, such as Claude, cursor & gumloop
• Prior exposure to call routing, telecom, or IVR concepts

Benefits

• Bonus and/or commission eligibility, where applicable.
• All employees are invited to share in Invoca's success through our stock option program.
• Medical, dental, and vision coverage begins on the first day of employment for U.S.-based teammates.
• Access to mental well-being support and an Employee Assistance Program (EAP).
• Wellness subsidy reimbursement that can be applied toward gym memberships, fitness classes, and more.
• Flexible paid time off policy.
• 20 U.S. paid holidays, including a winter break.
• Up to 12 weeks of 100% paid leave for baby bonding, adoption, and caring for family members.
• Up to 12 weeks of 100% paid leave for childbirth and medical needs.
• Access to industry-leading enterprise AI tools, including leading LLMs and agentic AI workflow solutions.
• Annual reimbursement of up to $1,000 per fiscal year for learning, certifications, conferences, and other professional development opportunities.
• 401(k) plan through Fidelity with a company match of up to 4%.
• Company-wide and team recognition programs, including President's Club and quarterly and departmental awards recognizing innovation, execution, and customer impact.
• A sabbatical after seven years of service.
• Remote work arrangement