Technical Support Analyst I

Invoca•Los Angeles, CA

7d•$45,000 - $53,000•Remote

About The Position

Invoca is seeking a Technical Support Analyst I to join their Engineering Team. This role is on the front lines of customer support, responsible for unblocking customers quickly and accurately. The analyst will handle inbound cases via the queue and phone, diagnose issues related to campaigns, call routing, numbers, and integrations, and either resolve them directly or escalate with sufficient context. A key part of the role involves contributing to and improving the knowledge base. This position is considered a strong first step in Invoca's technical support career path, offering exposure to marketing technology and telecom concepts, with a clear progression to Technical Support Analyst II. The role also emphasizes the use of approved AI tools to enhance productivity from day one. The primary hours for this role will be 8 am - 5 pm PST, supporting the team's operational hours of 5 am PST to 5 pm PST.

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.

Nice To Haves

Exposure to Google Marketing Suite or Adobe Marketing Cloud
Basic HTML/JavaScript reading ability — enough to make sense of a tag or snippet a customer pastes in
Experience building AI Agents to improve efficiency and accuracy, such as Claude, cursor & gumloop
Prior exposure to call routing, telecom, or IVR concepts

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.

Benefits

Day-One Health Benefits – Medical, dental, and vision coverage begins on your first day of employment for U.S.-based teammates.
Mental Wellbeing – Access to mental well-being support and an Employee Assistance Program (EAP).
Wellness Subsidy – Reimbursement that can be applied toward gym memberships, fitness classes, and more.
Flexible Time Off – We encourage a healthy work-life balance. Our flexible paid time off policy gives you the flexibility to recharge and take time away when you need it.
Paid Holidays – Invoca provides 20 U.S. paid holidays, including a winter break, giving you time to rest, recharge, and spend time with friends and family.
Paid Family Leave – Up to 12 weeks of 100% paid leave for baby bonding, adoption, and caring for family members.
Paid Medical Leave – Up to 12 weeks of 100% paid leave for childbirth and medical needs.
Enterprise-Grade AI Tools – Access to industry-leading enterprise AI tools, including leading LLMs and agentic AI workflow solutions to help you maximize productivity and work more effectively.
Professional Development – Annual reimbursement of up to $1,000 per fiscal year to support learning, certifications, conferences, and other professional development opportunities.
401(k) – Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%.
Recognition Programs – We celebrate great work through company-wide and team recognition programs, including President's Club and quarterly and departmental awards recognizing innovation, execution, and customer impact.
InVacation (Sabbatical) – As a thank-you to our long-term team members, we offer a sabbatical after seven years of service.