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Hybrid opportunity at
iSpot.tvSr. Customer Support Analyst
iSpot.tv is currently hiring a Sr. Customer Support Analyst to join the team on a hybrid and full-time basis. This position is suited for a technical…
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About this role
Sr. Customer Support Analyst at iSpot.tv is a full-time role. Work arrangement: Hybrid. Location: Not specified. No salary is shown in this listing. It was posted on Oct 2, 2026. This listing is paused and not taking applications at the moment.
Job Description
iSpot.tv is currently hiring a Sr. Customer Support Analyst to join the team on a hybrid and full-time basis. This position is suited for a technical professional who can serve as a primary client contact while collaborating with multiple internal groups to deliver an exceptional customer experience. The individual in this role will guide technical communications, manage advanced queue operations, and resolve backend or user interface issues.
The person stepping into this position will handle complex escalations, execute database queries using MySQL, generate custom tracking tags, and diagnose API calls. Additionally, this role involves mentoring junior analysts, taking ownership of troubleshooting guides, and managing communications during platform outages. Candidates must be currently authorized to work in the United States, as the company cannot sponsor employment visas for this opening.
iSpot.tv operates with a hybrid and flexible workplace policy. Individuals living near the Bellevue, Washington or New York, New York offices follow a hybrid schedule requiring one to three days in the office each week, while others may work fully remotely depending on location and duties. Total compensation packages feature base salary, variable commission or annual bonus targets where eligible, equity stock options, and standard benefits.
Responsibilities
- Manage the senior ticket queue by serving as the final escalation point for complex Zendesk inquiries while maintaining 24-hour SLAs
- Review client agreements to execute complex account provisioning, user access setups, and advanced product configurations
- Lead external client communications to explain methodologies, data ingestion workflows, and reporting metrics clearly
- Evaluate, troubleshoot, and replicate user interface bugs and data discrepancies, escalating to Engineering via Jira within 24 hours
- Run advanced database queries through MySQL to validate metadata and airings, track processing, and isolate root causes
- Generate, validate, and quality-assurance custom tracking tags and pixels across streaming and web platforms
- Perform API diagnostics and execute calls matching dashboard functionality prior to engineering escalation
- Draft and publish technical platform status communications during system outages
- Identify systemic technical issues and design workflows to prevent recurring tickets
- Coach and mentor Level I, II, and III analysts through technical guidance and ticket shadowing
- Maintain and update standard operating procedures, internal guides, and knowledge bases
- Collaborate with commercial, product, engineering, and solutions teams to advocate for customer needs
Requirements
- Applicants must be currently authorized to work in the United States without visa sponsorship
- Four or more years of experience in database and API diagnostics, including writing SQL queries and inspecting browser developer tools
- Three or more years of direct experience generating, validating, and troubleshooting digital tracking pixels and tags
- Four or more years of platform and operations experience managing ticket queues, macros, and metadata tagging in software like Zendesk, Jira, or Salesforce
- Demonstrated ability to integrate artificial intelligence tools into technical support workflows for prompt engineering and rapid data analysis
- Exceptional written and verbal communication skills for client-facing explanations
- Strong critical thinking and systematic problem-solving capabilities
Core Skills
Benefits
- Target cash compensation ranging from $83,018 to $101,280 annually
- Equity participation through stock options in the company plan
- Standard benefits package
- Pre-approved overtime pay for non-exempt roles
- Flexible hybrid or remote workplace policies
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote or in-office?
The role follows a hybrid and flexible workplace policy. Candidates living near the Bellevue, Washington or New York, New York offices work on-site one to three days per week, while those located further away work fully remote schedules.
What is the salary range for this job?
The target cash compensation range is $83,018 to $101,280 annually, which includes base salary, variable commission for eligible roles, and annual bonus targets.
Does the company offer visa sponsorship?
No. Applicants must be currently authorized to work in the United States, as the company is unable to sponsor or take over sponsorship of an employment visa for this opening.
What employment type is this role?
This is a full-time position.
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