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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.
Measured promotes diversity and inclusivity in all forms, which helps to shape our company culture and industry leading products. Measured is committed to providing equal employment opportunities (EEO) to all employees and applicants, regardless of race, color, hairstyle, religion, sex, national origin, age, disability, genetics, or any other protected characteristics.
