--- title: 'Sr. Customer Support Analyst at iSpot' canonical: 'https://feeny.ai/job/sr-customer-support-analyst-ispot-remote-h74db2n7ybt9' type: 'job' last_seen: '2026-10-13' --- # Sr. Customer Support Analyst at iSpot - **Company:** iSpot - **Location:** Remote - **Work type:** remote - **Posted:** 2026-09-29 - **Last confirmed live:** 2026-10-13 - **Apply:** https://job-boards.greenhouse.io/ispottv/jobs/4738688005 ## Job description Immigration / Work Authorization Notice: Applicants must be currently authorized to work in the United States. iSpot is not able to sponsor or take over sponsorship of an employment visa for this position at this time. iSpot competes for the best talent. Our compensation packages consist of salary and equity in one of Seattle’s hottest start-ups, as well as other standard benefits. Most importantly, we provide a really interesting working experience, and the chance to contribute to the success of something great. What You’ll Be Part Of: iSpot is looking for a Senior Support Analyst to join our team. In this role, you will collaborate with multiple internal teams and external stakeholders to deliver an exceptional customer experience across iSpot’s entire client portfolio. This position requires a unique blend of domain-specific product knowledge, technical proficiency, and exceptional written communication skills. As a senior member of the team, you will lead technical communications and serve as a primary technical point of contact for our clients Responsibilities: - Senior Queue Management: Serve as the final escalation point for complex Zendesk tickets, maintaining strict 24-hour SLAs while overseeing ticket labeling, taxonomy, and queue performance metrics. - Account & User Activation: Review client contracts and order forms to execute and oversee complex account provisioning, user access setups, and advanced product configuration. - Technical Communication: Lead external client communications, translating complex methodologies, data ingestion workflows, and reporting metrics into clear, executive-ready written explanations. - Technical Ownership: Ownership of backend and UI issue resolution. Evaluate, troubleshoot, and replicate complex UI bugs and data discrepancies; document actionable findings, escalate unresolved issues to Engineering via Jira within 24 hours, communicate status updates to users and validate release. - Data Verification & Querying: Execute advanced backend database queries via MySQL to validate metadata and airings, track data processing, and isolate root causes of reported data issues. - Pixel Generation & QA: Quickly and independently generate, validate, and QA complex custom tracking tags and pixels using correct parameters, IDs, and DSP specifications across web and streaming platforms. - API Diagnostics: Execute API calls matching dashboard functionality and perform in-depth technical diagnostics prior to escalating to Engineering. - Outage Communications: Lead platform status communications during Severity 1–2 system outages, independently drafting, reviewing, and publishing timely, polished, executive- and client-ready technical updates. - Innovative Problem Solving: Proactively identify systemic technical issues, driving the development and implementation of new solutions and workflows to prevent recurring tickets. - Mentorship & Guidance: Mentor and guide Level I, Level II, and Level III analysts through ticket shadowing, technical workflow coaching, and skill development. - Knowledge Management & Process Evolution: Take full ownership of standard operating procedures, knowledge bases, and internal troubleshooting guides, continually updating them to reflect platform changes and new technical solutions. - Cross-Functional Operations: Partner with Solutions, Content Operations, Product, Engineering, and Commercial teams to advocate for customer needs, optimize internal resolution paths, and inform product enhancements. Qualifications and Education Requirements: - Database & API Diagnostics (4+ Years): Advanced experience writing SQL queries (MySQL), inspecting browser dev tools, making API calls, and analyzing complex datasets to troubleshoot root causes. - Tracking & Pixel QA (3+ Years): Direct experience generating, validating, and troubleshooting digital tracking tags/pixels across web and streaming environments. - Platform & Operations (4+ Years): Proven experience in ticket queue management, response macros, and metadata tagging in Zendesk, Jira, Salesforce, or similar platforms. Demonstrated ability to track, report, and improve personal and team performance metrics. - AI Tools & Prompt Engineering: Demonstrated ability to integrate AI into technical support workflows. Proven capability in structured prompt engineering, context optimization, and utilizing AI for rapid data analysis, script generation, and drafting technical correspondence. - Technical Writing & Communication: Exceptional written and verbal communication skills, with a track record of leading client-facing communications and explaining complex platform methodologies to non-technical and executive audiences. - Strategic Problem Solving: Superior critical thinking skills with a methodical approach to identifying root causes across interconnected systems and engineering novel solutions. - Detail & Adaptability: Highly organized and process-oriented, with the adaptability and leadership needed to thrive in a fast-evolving ad-tech ecosystem. Target cash compensation range: $83,018 - $101,280 USD Annually We are committed to providing competitive, market-informed compensation. The cash compensation above includes base salary, variable commission for employees in eligible roles, and annual bonus targets for eligible roles. In addition to cash compensation, all full time iSpotters are eligible to participate in iSpot’s equity plan to receive stock options. Non-exempt roles will also be eligible for (pre-approved) overtime pay. Individual compensation packages are influenced by different factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons. For more information on total rewards package, go[HERE](https://www.ispot.tv/about/careers) Hybrid & Flexible Workplace Policy iSpot supports a hybrid and flexible workplace. Depending on location and work responsibilities, employees may be designated as full-time or part-time office-based or a fully remote employee. A hybrid work schedule indicates that you work in the office some days and work from home other days. The best hybrid workplaces allow for flexibility while also encouraging consistency. Those local or living in surrounding areas to one of our offices (Bellevue, WA or New York, NY) will work a hybrid schedule, coming into their local office 1-3 days a week. While those in a role, not office-based and located further away from our offices, will work a fully remote schedule. If you have questions regarding exact details of our hybrid & flexible workplace policy, please let your recruiter know and they will discuss with you further. #LI-Hybrid If you don't feel you met every single requirement for the role, don't rule yourself out. Please apply anyway! iSpot is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, ethnicity, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please contact our HR team. California Residents applying for positions at [iSpot](http://ispot.tv/) can access our California Consumer Privacy Act [here.](https://www.ispot.tv/privacy) ## About iSpot ## Company Overview - **One-liner**: iSpot provides real-time, cross-screen measurement and attribution for TV and streaming advertising, enabling advertisers to optimize campaign performance with digital-like precision. - **Entity Type**: Private (funding: $382.8M total; last round: Private Equity led by Goldman Sachs in 2022) - **Headquarters**: Bellevue, Washington, USA (also offices in New York, NY, and operates in Ireland, India, Canada, Pakistan) - **Founded**: 2012 - **Founders**: Sean Muller (Founder & CEO) ## Core Business - **Primary industry**: Advertising Technology (AdTech) – TV and streaming advertising measurement & analytics. - **Target customers**: B2B – brands, agencies, and media companies seeking to measure and optimize linear and streaming TV ad effectiveness. - **Mission / purpose**: “Justify and optimize TV advertising investments with fast, accurate, actionable cross-screen measurement and attribution you can trust.” [ispot.tv](https://www.ispot.tv/about/careers) ## Products & Services - **iSpot.tv Platform**: Always-on, real-time measurement of every TV ad across linear and streaming, covering creative effectiveness, audience engagement, media attribution, and competitive benchmarking. [linkedin.com](https://www.linkedin.com/company/ispottv) - **iSpot SAGE**: Agentic AI platform powered by video advertising, designed to provide proprietary insights and automation for ad optimization. [cbinsights.com](https://www.cbinsights.com/company/ispottv) - **Cross-Screen Attribution**: Unified view of ad performance across traditional TV, connected TV (CTV) and digital video, linking exposure to business outcomes. ## Market Standing - **Valuation / Market Cap**: Not publicly disclosed (private company). - **Key Metric**: Annual Revenue ~$100M (latest data); **Total Funding** $382.8M (seed, Series A/B/C, and a $325M PE round from Goldman Sachs in April 2022). [linkedin.com](https://www.linkedin.com/company/ispottv) - **Notable Investors / Partners**: Insight Partners, Madrona, Goldman Sachs (lead for the 2022 PE round). Acquisitions include Ace Metrix, DRMetrix, ADSCRIBE, and 605. [linkedin.com](https://www.linkedin.com/company/ispottv) - **Growth Signals**: Introduced iSpot SAGE agentic AI platform; expanded to 5 countries; active job postings (14 as of mid-2026) with +100% YoY increase in listings; trusted by hundreds of advertisers and publishers. Note: headcount decreased 13.4% YoY to 262 employees, but new hiring indicates strategic refocus. [linkedin.com](https://www.linkedin.com/company/ispottv) [greenhouse.io](http://job-boards.greenhouse.io/ispottv) ## Competitive Advantages - **Purpose-built real-time data**: Unlike legacy panel-based solutions, iSpot measures every TV ad as it airs, across both linear and streaming, providing always-on, cross-screen attribution. - **Proprietary AI (iSpot SAGE)**: Agentic AI platform designed specifically for video advertising, offering unique automation and insight capabilities. [cbinsights.com](https://www.cbinsights.com/company/ispottv) - **Industry trust**: Used by hundreds of major advertisers and agencies; strong track record of acquisitions that expanded data assets and scale. - **End-to-end measurement**: Covers creative, audience, and outcomes in a single platform, reducing fragmentation for clients. ## Strategic Focus - **AI-driven innovation**: Investing in agentic AI (SAGE) to further automate and enhance ad measurement and optimization. - **Cross-screen unification**: Deepening integration of linear and streaming TV data to provide seamless, holistic attribution for evolving media consumption. - **International expansion**: Operating in 5 countries (US, Ireland, India, Canada, Pakistan) and likely scaling global reach. - **Talent rebuilding**: Despite recent headcount reduction, increased job postings (+100% YoY) signal investment in key roles, especially in Engineering, Data Science, and Sales. [greenhouse.io](http://job-boards.greenhouse.io/ispottv) ## Why Work Here - **Hybrid & flexible working**: iSpot embraces hybrid work with a mix of in-office (Bellevue, New York) and remote. Benefits include Flexible Paid Time Off, commuter assistance, and a monthly tech stipend for Wi-Fi/phone. [ispot.tv](https://www.ispot.tv/about/careers) - **Competitive compensation**: Salaries targeted at the 75th percentile of the market; stock options granted upon hire with potential for additional grants during annual review. [ispot.tv](https://www.ispot.tv/about/careers) - **Comprehensive benefits**: Medical/dental/vision with $0/month individual option, generous HSA match, 401k match, parental leave, Dependent Care FSA, pet insurance, tuition reimbursement, Learning & Development platform, and Employee Assistance Program. [ispot.tv](https://www.ispot.tv/about/careers) - **Engineering culture**: The Product & Engineering team is described as “at the core of iSpot’s innovative spirit,” where every employee can shape the future of ad measurement. Culture values include being “Passionate and Focused,” “Motivated and Innovative,” “Diverse and Inclusive,” “Open and Honest,” and “Elevated and Inspired.” [ispot.tv](https://www.ispot.tv/about/careers) - **Growth opportunities**: Access to learning platforms, tuition reimbursement, and the chance to work on cutting-edge AI and big data technologies in a fast-growing company. ## Sources 1. [ispot.tv – Careers page](https://www.ispot.tv/about/careers) 2. [linkedin.com – iSpot company page](https://www.linkedin.com/company/ispottv) 3. [cbinsights.com – iSpot profile](https://www.cbinsights.com/company/ispottv) 4. [greenhouse.io – iSpot job board](http://job-boards.greenhouse.io/ispottv) ## Other roles at iSpot - [VP, Engineering](https://feeny.ai/job/vp-engineering-ispot-bellevue-5ay4tep0z0vh) — Bellevue, WA - [Sr. Software Development Engineer](https://feeny.ai/job/sr-software-development-engineer-ispot-bellevue-k1ymw55z42bj) — Bellevue, WA - [Director, AI](https://feeny.ai/job/director-ai-ispot-bellevue-ray4mzh9r8gz) — Bellevue, WA - [Sr. Product Manager](https://feeny.ai/job/sr-product-manager-ispot-remote-cm0shgfe4229) - [Lead Software Development Engineer](https://feeny.ai/job/lead-software-development-engineer-ispot-bellevue-jgtzed5v6j61) — Bellevue, WA - [VP, Agency Partnerships](https://feeny.ai/job/vp-agency-partnerships-ispot-new-york-0t9119v1chsz) — New York, NY - [Brand Partnerships Senior Account Executive](https://feeny.ai/job/brand-partnerships-senior-account-executive-ispot-remote-nkb75bakg1p1)