Sr. Customer Support Analyst (AdTech)

Location: Remote for employees located away from iSpot offices; hybrid 1–3 days per week for employees near Bellevue, WA or New York, NY. Applicants must be currently authorized to work in the United States. Visa sponsorship is not available.

Target cash compensation: $83,018–$101,280 USD annually, including base salary, eligible commissions, and annual bonus targets.

Company

hirify.global is an ad-tech startup providing a platform for television and streaming measurement, reporting, and customer data workflows.

What you will do

• Manage complex Zendesk escalations, ticket taxonomy, queue performance, and 24-hour service-level agreements.
• Review contracts and order forms to provision accounts, configure products, and set up user access.
• Diagnose UI issues, backend problems, data discrepancies, and API behavior before escalating unresolved cases to Engineering through Jira.
• Query MySQL databases, validate metadata and airings, analyze data processing, and identify root causes.
• Generate and QA tracking tags and pixels across web and streaming environments using correct parameters, IDs, and DSP specifications.
• Lead client-facing technical communications, Severity 1–2 outage updates, process improvements, knowledge management, and analyst mentorship.

Requirements

• 4+ years of advanced SQL/MySQL, browser developer tools, API diagnostics, and complex data analysis experience.
• 3+ years of experience generating, validating, and troubleshooting digital tracking tags or pixels across web and streaming platforms.
• 4+ years of experience with support queue management, response macros, metadata tagging, and performance metrics in Zendesk, Jira, Salesforce, or similar tools.
• Experience integrating AI into technical support workflows, including prompt engineering, context optimization, data analysis, script generation, and technical correspondence.
• Exceptional written and verbal communication, with the ability to explain complex platform methodologies to technical, executive, and non-technical audiences.
• Current authorization to work in the United States is required; employment visa sponsorship is not available.

Culture & Benefits

• Flexible workplace policy with fully remote or hybrid arrangements determined by location and role responsibilities.
• Full-time employees are eligible for iSpot’s equity plan and stock options.
• Eligible employees may receive variable commissions, annual bonus targets, and pre-approved overtime pay for non-exempt roles.
• Cross-functional collaboration with Solutions, Content Operations, Product, Engineering, and Commercial teams.
• Equal opportunity employment and reasonable accommodation support during the application and recruiting process.