Key Facts

Remote From:

Full time

Senior (5-10 years)

English

Hard Skills

SQL (Programming Language) Cross-Functional Collaboration API Testing Escalation Management Accident Analysis Electric Power Systems Business Intelligence Business Operations Root Cause Analysis Script Debuggers Digital Marketing Web Development Data Management Automated Testing Framework Organizational Structure

Other Skills

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Team Leadership
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Calmness Under Pressure
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Accountability
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Independent Thinking
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Teamwork
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Detail Oriented
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Problem Solving

Roles & Responsibilities

Radical Ownership: fiercely detail-oriented, you bring order to chaos, never lose track of tickets, and prioritize preventing problems over reacting to them.
Leadership Independence: experience coordinating teammates, making autonomous decisions, and staying calm and structured in high-pressure situations.
Database Proficiency: strong command of SQL and relational databases; able to write complex queries, debug poorly performing scripts, and navigate complex schemas to find root causes.
AI as Your Best Friend: power user of modern AI tools (LLMs, automation agents) who relies on them to automate operational work and scale workflows.

Requirements:

Mentor a team of Analysts handling complex client issues; own escalations, ensure SLA adherence, distribute workload, and run post-mortems to stabilize processes before they become incidents.
Systematically reduce manual work by designing support playbooks and introducing AI agents; transform recurring cases into standardized, automated solutions.
Guide your team in investigating complex data pipeline issues (API → SQL → platform) rather than solving everything yourself.
Partner with Engineering, Product, and Customer Success to build communication strategies, provide structured feedback on bugs, and create internal onboarding materials.

Improvado

Madtech: Marketing + Advertising + Technology

About Improvado

Improvado automates marketing reporting, enables informed budget decisions, and increases the ROI of marketing efforts. We help marketing teams streamline inefficient spreadsheet analytics and achieve deep insights into revenue generation. Improvado connects data across 300+ marketing and sales platforms to build a holistic picture of marketing performance. As an end-to-end analytics platform, Improvado handles everything, from data extraction and normalization to visualizing data in insightful dashboards. With Improvado, it’s easy to track the performance of your cross-channel efforts, calculate complex metrics such as CLV or CAC, attribute revenue to touchpoints, and recreate customer journeys. Want to learn more? Schedule a demo at www.improvado.io.

Company type: Scaleup

Industry: Madtech: Marketing + Advertising + Technology

Founded: 2018

Company size: 51 - 200

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Job description

Improvado is an AI-powered marketing data platform built for mid-market and enterprise teams. We help companies automate complex marketing data workflows, unify data at scale, and surface insights through BI and AI. Brands like ASUS, Docker, Activision, and H&R Block rely on us to simplify analytics and improve marketing performance.

We’re a fast-growing Series A startup backed by $34M in funding and driven by a team that moves fast, stays curious, and cares about high-quality execution.

About The Role

As a Technical Support Team Lead, you ensure our support organization runs reliably, predictably, and at high quality.

This role combines technical understanding with operational and team leadership — you turn individual troubleshooting efforts into a reliable, accountable support system. Your success is measured by operational stability, team independence, and scalable processes — including automation powered by AI tools. You turn individual troubleshooting into a structured, self-sustaining support engine.

We are building an AI-first support function, and this role plays a key part in embedding AI deeply into daily workflows and decision-making.

What You’ll Do

Team Leadership & Operations: Mentor a team of Analysts handling complex client issues. Own escalations, ensure SLA adherence, distribute workload, and run post-mortems to stabilize processes before they become incidents.
Process Building & Automation: Systematically reduce manual work by designing support playbooks and introducing AI agents. Transform recurring cases into standardized, automated solutions.
Advanced Troubleshooting: Guide your team in investigating complex data pipeline issues (API → SQL → platform) rather than solving everything yourself.
Cross-Functional Collaboration: Partner with Engineering, Product, and Customer Success to build communication strategies, provide structured feedback on bugs, and create internal onboarding materials.
Continuous Tech Exploration: Proactively experiment with new AI and infrastructure tools, constantly looking for smarter, faster, more scalable ways to operate.

What You Bring

Radical Ownership & Organization: You bring order to chaos. You are fiercely detail-oriented, never lose track of tickets, and prefer preventing problems over reacting to them.
Leadership & Independence: Experience coordinating teammates, making autonomous decisions, and staying calm and structured in high-pressure situations.
Database Proficiency: Strong command of SQL and relational databases. You can write complex queries, debug poorly performing scripts, and navigate complex schemas to find root causes.
AI as Your Best Friend: You are a true power user of modern AI tools (LLMs, automation agents). You actively rely on them to automate operational work and scale your team's workflows.
True Tech Enthusiast: You genuinely love computers and technology, bringing a natural curiosity to exploring how complex systems interact. You follow new tools, experiment for fun, and feel energized working across many technologies.
Clear Communication: Fluent English with a talent for explaining highly technical topics simply and structuring written communication perfectly.

Nice to Have

Experience documenting processes or building internal playbooks.
Background in marketing or analytics platforms.
Hands-on experimentation with emerging AI agents, automation frameworks, or developer tools.