Technical Operations Specialist - I

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

As a TechOps Specialist I, you'll be a core member of our customer-facing support team, operating with professionalism, accuracy, and a strong sense of ownership in every interaction and deliverable. You'll own tickets end-to-end, contribute to pipeline monitoring and automation, and help build the dashboards, AI agents, and tooling that make the team's operations more efficient.

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

Client-Facing Excellence & Ticket Ownership

• Handle all client interactions with professionalism, accuracy, and responsiveness, maintaining a client-first mindset focused on delivering a positive and reliable experience
• Own every assigned ticket from acknowledgement through investigation, resolution, and closure, with each step handled thoroughly and communicated clearly
• Proactively pick up tickets and support teammates to maintain balanced workload distribution across the team
• Consistently meet response and resolution SLA timelines, communicating proactively if risks or delays are anticipated
• Deliver work that is clear, complete, and accurate, continuously improving to reduce errors and eliminate rework

Escalation Management & Process Adherence

• Identify and address issues early, collaborating with teammates and escalating internally when needed, before client impact occurs
• Take full responsibility for your outcomes, learning from every challenge and bringing a continuous improvement mindset to your work
• Keep all teams informed with timely, clear updates, communicating transparently when facing constraints or delays
• Follow established SOPs and best practices, proactively identifying inefficiencies and sharing improvement ideas with the team
• Work effectively with Engineering, Product, and other teams to resolve issues efficiently and contribute to a culture of shared accountability.

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 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 troubleshooting guides, FAQ responses, and process updates
• Help maintain customer-facing knowledge base articles and help center content
• Identify recurring questions and suggest knowledge base articles or self-service resources
• Share learnings with team members to improve collective knowledge and support quality

AI, Automation & Platform Building

• Develop and train AI agents that automate end-to-end workflows across TechOps processes
• Build dashboards and views that surface the data needed to solve real operational problems
• Play a core role in enhancing monitoring across end-to-end pipelines, identifying potential breakages early, and driving the fixes needed to resolve them
• Create skills that function as sub-agents, continuously enhancing them to deliver more valuable outcomes

What success looks like

• Strong adherence to SLA commitments
• Equal and proactive ticket contribution across the team
• High accuracy and quality in every resolution
• Minimal client escalations
• Consistent ownership and accountability
• High client satisfaction and reliability
• Ability to perform under pressure and consistently meet deadlines

Ideal Experience

Required Experience

• 2–3 years of relevant professional experience, with at least 1 year of hands-on experience working with AI tools
• Basic technical aptitude with ability to learn data platforms, software applications, exposure to AI tools and Agentic approach to operational workflows
• Proficient in Python and/or Node.js, as you'll be part of a team developing automations
• Advanced SQL knowledge
• Working knowledge of Jira, Angular, Snowflake, and AWS
• Excellent spoken and written English communication skills with customer-friendly, professional tone
• Strong problem-solving and solutioning ability, with skills to troubleshoot issues systematically
• Customer-first mindset with patience, empathy, and commitment to delivering great experiences
• Ability to manage multiple priorities and work effectively in fast-paced environments
• Experience using ticketing systems (Zendesk, Intercom, Freshdesk, Jira Service Desk) or willingness to learn
• Comfortable with ambiguity and learning new concepts quickly
• Detail-oriented with strong organizational skills and follow-through
• Basic Excel/Google Sheets skills for data review and validation

Nice to Have

• 1–2 years of experience in customer support, technical support, or customer success in B2B SaaS or technology companies
• Experience or domain knowledge in marketing
• Experience developing AI agents that automate a complete end-to-end workflow

Personal Characteristics

• Eagerness to Learn: Genuinely interested in developing technical skills and building expertise in data platforms and marketing technology
• Customer Empathy: Naturally empathetic and patient when helping customers solve problems
• Strong Analytical Skills: Ability to interpret data and identify actionable needs
• Positive Attitude: Maintains optimistic, solution-oriented approach even when facing challenging situations
• Team Player: Collaborates well, asks for help when needed, and contributes to team success
• Clear Communicator: Writes clearly and professionally; avoids technical jargon when speaking with customers
• Dependable: Reliable, punctual, and committed to meeting commitments and SLAs
• Curious: Asks thoughtful questions and seeks to understand root causes rather than just symptoms
• Coachable: Receptive to feedback and committed to continuous improvement
• Leads with integrity and embraces diversity in all forms

Benefits

• 100% Remote
• Total Rewards - Compelling compensation packages , regional paid holidays, and regional health and wellness plans where available
• Social Engagement - virtual engagement, knowledge sharing, and more
• Giving Back - Opportunities to volunteer and impact our communities through Measured for Good initiatives
• Culture - Integrity, diversity, and award winning technology

Measured values curiosity, integrity, aiming for the extraordinary, customer obsession, and employee belonging.

Originally posted on Himalayas