ABOUT INVOCA:
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.
ABOUT THE TEAM:
This team promotes a “customer-first” environment at all times. They are the
frontline for every customer who runs into a wall with the platform, and as our
customer base and product surface keep growing (campaigns, call routing,
attribution, integrations, and AI). As part of the Engineering Team, you will
work closely with our awesome Customer Success Managers, Deployment, Technical
Service, Customer Experience, and Production Support teams.
ABOUT THE ROLE:
Reporting to the Sr. Manager, Customer Support, this person owns getting
customers unblocked, correctly, and fast: taking inbound cases from the queue
and phone line, diagnosing what's actually wrong across campaigns, call routing,
numbers, and integrations, and either resolving it directly or handing it off
with enough context that it doesn't bounce back. They're also expected to leave
a trail behind them, contributing to and improving our knowledge base so the
next case, theirs or a teammate's, goes faster.
It's a strong first step into Invoca's technical support career path: the work
spans marketing technology and telecom concepts, the team is tight-knit, and
there's a clearly defined path to Technical Support Analyst II and beyond for
someone who's coachable and consistent. It's also part of Invoca's AI-first
push: you're expected to use approved AI tools to work faster from day one, not
just survive the queue. This role’s primary hours will be 8 am - 5 pm PST. The
support team operates between 5 am PST and 5 pm PST.
YOU WILL:
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.
YOU HAVE:
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 HAVE:
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
COMPENSATION, BENEFITS & PERKS:
At Invoca, we believe great work starts with taking care of our people. That's
why we offer competitive compensation and benefits designed to support your
health, your family, your growth, and your life outside of work. For teammates
in the U.S., health benefits begin on your first day of employment.
COMPENSATION
Base Salary: $45,000–$53,000 a year (hourly position)
Variable Compensation: Bonus and/or commission eligibility, where applicable.
Equity: All employees are invited to share in Invoca's success through our
stock option program.
Actual compensation will depend on factors including experience, skills, and
location.
BENEFITS & PERKS
HEALTH & WELLBEING
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.
TIME AWAY
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.
GROWTH & CAREER
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.
FINANCIAL BENEFITS
401(k) – Invoca offers a 401(k) plan through Fidelity with a company match of
up to 4%.
RECOGNITION & COMMUNITY
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.
Some benefits may vary for teammates outside the U.S. based on local laws,
regulations, and country-specific offerings.