Technical Operations Specialist - I
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 d