The Role
Provides L1 and L2 SaaS customer support, troubleshooting platform and data issues, and escalating complex problems. Supports customer data integrations from configuration through handover, delivers onboarding and training, helps customers interpret data, and partners with Customer Success, product, data, and engineering teams. Maintains support documentation, tracks recurring issues, contributes to usage reporting, and improves support workflows, service levels, and reporting through automation and AI tools.
Summary Generated by Built In
Traackr is a global SaaS technology company providing a data-driven influencer marketing platform that marketers use to optimize investments, streamline campaigns, and scale programs. Our customers range from some of the world’s largest companies in the beauty and personal care space to digitally native indie brands, which have all made influencer management and engagement a critical practice of their marketing and advertising programs. We are a remote-first company, and for the folks that like to meet in person, we have offices in San Francisco, New York, Boston, Paris, and London. We operate on a culture of mutual respect, with core value pillars including:
Trust. We earn the trust of our team, customers, creators, and partners through transparency, predictability, and integrity.
Diversity. Bringing diverse perspectives to the table results in stronger outcomes. All are welcome.
Value. Through our words and actions, we strive to create tangible value for our customers and peers. We only succeed when our community succeeds.
Ownership. We lead with action. We take pride in solving the hardest challenges and feel accountable for our commitments.
Mutual success. We share goals with each other and with our clients. Alignment, collaboration, and empathy are the cornerstones of our success.
This position is 100% remote, with the understanding that occasional in-person attendance may be required for trainings, meetings, and team gatherings, as determined by your manager.
This role sits at the center of how Traackr customers get help and get their data. You will cover both L1 and L2 support for customers using the platform, and you will also help deliver the data integrations that push Traackr data into customers' own systems. You will work closely with Customer Success Managers, the operations team, and our data and product partners, learning the product deeply enough to answer hard questions and spot the patterns behind them. Success looks like customers who get fast, accurate answers, integrations that land on time, and support processes that get measurably easier to run.
Responsibilities
- Handle L1 support through our support interface, resolving product and account questions quickly and clearly.
- Take on L2 support for issues that need deeper investigation, reproducing the problem, identifying root cause, and escalating to data or engineering partners with the detail they need.
- Troubleshoot platform and data issues, including data export errors, ingestion failures, and integration problems, working with internal teams to resolve them.
- Support data integration projects for customers from initial request through configuration, testing, and handover, following an established implementation plan.
- Help customers interpret the data they receive and apply it to their reporting, campaign, and measurement needs.
- Run onboarding and training sessions for new customers, covering account setup and day-to-day use of the platform.
- Track recurring issues and customer feedback, and share the patterns with product and Customer Success so they inform roadmap and service decisions.
- Maintain support documentation, macros, and internal knowledge resources so the team answers L1 questions consistently.
- Partner with Customer Success Managers on usage and adoption reporting, account analysis, and ad hoc account projects.
- Work with customer success operations leadership to improve support workflows, service levels, and reporting, including testing AI tools that reduce manual work.
Qualifications
- 2-4 years of related experience and a bachelor's degree, or equivalent practical experience.
- Experience in SaaS customer support, customer operations, technical support, or client services, including exposure to tiered support across L1 and L2.
- Comfortable working with data day to day, including spreadsheets, pivot tables, and sanity-checking data files for accuracy.
- Exposure to data integrations, ETL or ingestion processes, or API-based data exports, or a clear appetite to learn them quickly.
- Working knowledge of SQL, or familiarity with data warehouses such as BigQuery, is a plus.
- Familiarity with support tooling such as Intercom or Zendesk, and with reporting tools such as Tableau, Power BI, or DOMO, is a plus.
- Excellent written and verbal communication, with the ability to explain technical concepts to non-technical audiences across multiple geographies.
- Strong troubleshooting instincts, attention to detail, and the patience to get to the root cause rather than the quick answer.
- Organized across multiple concurrent requests, comfortable asking for direction when priorities compete.
Benefits
• Competitive Salary
• Remote Work Options with Hybrid Flexibility and Home Office Set-Up Stipend
• Coworking Office Subscription for Collaborative Spaces
• Health, Dental, and Life Insurance Coverage*
• Open Vacation Policy and Flexible Holiday Schedule to Suit Your Needs
• Paid Parental Leave to Support Quality Time with Your Loved Ones
• Career Development, including Internal and External Training Opportunities
Traackr employs individuals in multiple US states and countries. We use market benchmark data and geographic zones to determine our salary ranges. Your zone's specific pay range is dependent on your home location. We encourage you to discuss your zone-specific pay range with your Traackr recruiter for more details.
Benefit programs vary by country/state of residency, are subject to eligibility requirements, and may be modified from time to time. Ask for more details about the benefits in your specific region.
Traackr is an Equal Employment Opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other legally protected characteristics. All your information will be kept confidential in accordance with EEO guidelines.
Unsolicited resumes
Traackr does not accept unsolicited resumes/CVs from headhunters or recruiting agencies sent directly to Traackr employees or through our website. Traackr will not pay any fees to any third-party agency or company unless there is a signed agreement with Traackr.
Privacy
Traackr, Inc. has published a Privacy Notice, including CCAP for California and GDPR policies for its UK and European Union subsidiaries, accessible at https://www.traackr.com/privacy-policy.
All questions, comments, and requests regarding data processing at Traackr should be addressed to [email protected].
Skills Required
- 2-4 years of related experience and a bachelor's degree, or equivalent practical experience
- Experience in SaaS customer support, customer operations, technical support, or client services
- Experience with tiered L1 and L2 support
- Comfort working with data, spreadsheets, pivot tables, and data-file accuracy checks
- Exposure to data integrations, ETL or ingestion processes, or API-based data exports, or willingness to learn quickly
- Working knowledge of SQL or familiarity with data warehouses such as BigQuery
- Familiarity with Intercom or Zendesk
- Familiarity with Tableau, Power BI, or DOMO
- Excellent written and verbal communication skills for explaining technical concepts to non-technical audiences
- Strong troubleshooting instincts, attention to detail, and root-cause analysis ability
- Organization across multiple concurrent requests and comfort asking for direction when priorities compete
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The Company
What We Do
Traackr is the system of record for data-driven influencer marketing, providing the intelligence and tools needed to run impactful influencer marketing programs. Our platform enables marketers to invest in the right strategies, streamline campaigns, and scale global programs. We are honored to power the most advanced influencer marketing programs in the world for brands who are leading the way including L'Oréal, Shiseido, Revlon, Calvin Klein, Coach, and AB InBev. Our team was born global and thrives on collaboration. You can find us in San Francisco, New York, Boston, London, and Paris.
