Support Analyst

Description

Evocalize powers the performance marketing infrastructure behind many of the world’s largest real estate and mortgage brands. Our patented Collaborative Marketing Platform enables Real Estate Agents, Teams, and Loan Officers to effortlessly execute sophisticated, AI-driven local marketing campaigns across Google, Facebook, Instagram, TikTok, and YouTube—no marketing expertise required.

We've recently launched the industry's first digital Co-Marketing Network, a groundbreaking platform connecting lenders and real estate professionals to collaborate, share marketing costs, and generate high-quality leads together at scale. Protected by our U.S. patent, this innovative local housing professional co-marketing network is unlocking new growth opportunities and reshaping how homes are marketed, bought, and financed.

With a true startup mindset you’ll work alongside our close partners at Madrona Venture Group, the National Association of Realtors, Google and Facebook to expand our vision. If you're passionate about innovation and excited to transform the future of real estate marketing, we'd love to talk.

We are looking for curious and driven people and will provide you the environment where your unique contributions are truly valued. This position includes salary, benefits, and equity.

Role Summary

This role is ideal for a technically oriented, automation-focused problem solver excited about building next-generation support systems and collaborating across teams to improve our product experience.

About the Role

You’ll join Evocalize’s Operations team in a critical Tier-2+ Technical Support position. Unlike typical customer support roles, you’ll primarily assist our enterprise clients’ internal support teams, tackling more complex, escalated technical challenges.

This is a hands-on, technically-focused role—ideal if you love troubleshooting, problem-solving, and serving as the essential bridge between our clients and Evocalize’s Product and Engineering teams. Your voice will directly influence product improvements, advocating for customers to ensure our platform continually evolves to meet their needs.

In parallel, you'll help build our next-generation automated support ecosystem, supporting our growing Product-Led Growth (PLG) initiative. Leveraging modern tools and LLM-driven technologies, you’ll create scalable solutions to optimize and automate user-support experiences.

Responsibilities

• Provide effective Tier-2+ technical support, quickly diagnosing and resolving escalated customer issues.

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  Serve as the technical expert for client integrations (SSO tools, custom reporting, pixels, tag management systems).

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  Build and optimize scalable automated support solutions, leveraging automation and LLM technologies for lower-tier support interactions.

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  Collaborate closely with Engineering, Product, Implementation, and Client Success teams to represent customer needs and drive product enhancements.

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  Communicate clearly and proactively with clients and internal stakeholders, owning issues end-to-end, from initial diagnosis to final resolution.

Requirements

• 1–3 years in a technical product support role at a SaaS company (Tier-2 or equivalent).

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  Strong SQL experience—comfortable querying, troubleshooting, and analyzing data.

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  Project management skills—highly organized, detail-oriented, capable of handling multiple priorities simultaneously.

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  Experience or interest in digital advertising (particularly pixels, tracking, and reporting systems across Facebook, Google, or tag managers) strongly preferred.

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  Passion for working in fast-paced, dynamic startup environments.

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  Demonstrated interest or prior experience in building and managing automated support systems (chatbots, support tools, LLM-powered workflows).

Ideal for someone who:

• Thrives in technical troubleshooting roles

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  Loves building systems to automate routine tasks

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  Wants to collaborate closely with cross-functional teams

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  Is excited to shape next-generation support solutions powered by cutting-edge AI technologies

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  Is relentlessly curious!