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About the Role
This role is responsible for unblocking customers quickly and correctly by handling inbound support cases, diagnosing issues across various platform components, and contributing to the knowledge base. It serves as a foundational step in Invoca's technical support career path, emphasizing the use of AI tools to enhance efficiency.
Responsibilities
- Own the front line of inbound support — triage tickets and phone calls from the queue, diagnosing issues across campaigns, call routing, numbers, and integrations before escalating.
- Become a platform and marketing-tech expert — build fluency in the Invoca UI and campaign configuration, plus adjacent tools like the Google Marketing Suite, so you can speak the customer's language, not just ours.
- Keep customers and CSMs in the loop — deliver clear, proactive status updates on open cases so nothing goes stale or catches a CSM by surprise.
- Build the knowledge base as you go — write and update documentation for the issues you resolve, so the next analyst (including future you) solves it faster.
- Diagnose before you escalate — research a problem using team tools like Kibana, VoIP Monitor, and the number management tool, and bring peers a specific, well-scoped question rather than the whole ticket.
- Share the on-call load — participate in the team's off-hours and holiday rotation, triaging or resolving urgent issues as they come up.
- Use AI as part of the job, not a side project — summarize long ticket threads, draft articles, and speed up context-switching with approved AI tools (such as Claude, gumloop, cursor, etc), then grow toward automating repetitive parts of triage as you level up.
Requirements
- At least 1+ year in a customer-facing, marketing- or SaaS-related support role — comfortable being someone's first call when something is broken, and they're frustrated.
- Can hold a real troubleshooting conversation about a technical product — has diagnosed an issue by asking questions and checking data, not just following a script.
- Comfortable being handed ambiguity — given a vague “calls aren't tracking right” ticket, can narrow it down to a specific config, number, or integration before asking for help.
- Writes clearly under pressure — can document what they found and what they did in a way a teammate (or their future self) can actually use.
- Wants to grow past this exact role — sees Technical Support Analyst I as a step toward Analyst II, not a permanent status.
- Comfortable with structure and rotation — has worked a shift, queue, or on-call schedule before, and it wasn't a dealbreaker.
- Already uses AI tools like ChatGPT or Gemini for real work, not just novelty — can describe a specific time it sped them up, and how they double-checked the output before relying on it.
Skills
- AI tools
- Troubleshooting
- Customer support
- Marketing technology
- SaaS
- Documentation
- Google Marketing Suite
- Adobe Marketing Cloud
- HTML/JavaScript reading ability
- Call routing
- Telecom
- IVR concepts
Location
- U.S.
Work Type
- Full-time
- Hourly
Experience Level
- 1+ year
Salary/Compensations
- $45,000–$53,000 a year
Benefits
- Day-One Health Benefits – Medical, dental, and vision coverage
- Mental Wellbeing – Access to mental well-being support and an Employee Assistance Program (EAP)
- Wellness Subsidy – Reimbursement for gym memberships, fitness classes, and more
- Flexible Time Off
- Paid Holidays – 20 U.S. paid holidays, including a winter break
- Paid Family Leave – Up to 12 weeks of 100% paid leave
- Paid Medical Leave – Up to 12 weeks of 100% paid leave
- Enterprise-Grade AI Tools
- Professional Development – Annual reimbursement of up to $1,000
- 401(k) – with company match of up to 4%
- Recognition Programs
- InVacation (Sabbatical) – after seven years of service
About the Company
- Invoca is the revenue execution and platform leader that helps marketing, commerce, and contact center teams turn every conversation into revenue.
- Through its AI agents, Invoca engages, qualifies, and converts customers across SMS and voice, orchestrating seamless buyer journeys and measurable, profitable growth.
- With over 300 employees, 2,000+ customers, and $100M in revenue, the company continues to lead the category it created.
- Invoca's AI vision centers on using trustworthy, first-party data to deliver intelligent, authentic, and empathetic AI — connecting digital and human experiences to build lasting customer relationships.
- Invoca has raised $184M from leading investors, including Upfront Ventures, Accel, Silver Lake Waterman, H.I.G. Growth Partners, and Salesforce Ventures.