Technical Support Associate

NinjaCat is the leading Enterprise Data & AI Platform for Marketing, transforming how brands, agencies, and media companies harness data and AI to drive marketing performance. Our platform unifies fragmented marketing data into an enterprise-grade data cloud, enabling AI-powered insights, automation, and decision-making at scale. With the integration of AI agents like Nina, our support team is reimagining how fast and efficiently customer service can be delivered.

Named one of Inc. Magazine’s and AdAge’s Best Places to Work, NinjaCat is remote-first and deeply committed to a culture rooted in Compassion, Action, Trust, and Scrappiness. Backed by significant investment and driven by a mission to lead the marketing analytics space with innovative, AI-powered solutions, we’re growing fast—and we want you to grow with us.

🔗 Learn more: www.ninjacat.io

About the Role

As a Technical Support Associate at NinjaCat, you'll be a key player in ensuring our customers get fast, accurate, and thoughtful support. You will serve as the first point of contact for support inquiries, investigating technical issues, resolving common problems, and escalating more complex cases when necessary.

Your work directly contributes to the ongoing advancements of our AI bot Nina and internal knowledge base, both of which help automate and accelerate support for our customers.

This is a role for someone who is curious, a natural investigator, tech-savvy, and thrives in fast-moving environments. You’ll need to be thorough in documentation, comfortable collaborating cross-functionally, and confident balancing customer care with operational speed.

What You’ll Do

• Serve as the first responder to incoming support tickets via Intercom, delivering timely and courteous support.
  
• Efficiently troubleshoot platform-related issues and resolve a broad range of inquiries related to data connections, reporting issues, user management, and more.
  
• Collaborate closely with our AI bot Nina, providing training signals by tagging and processing ticket outcomes and helping the bot improve its accuracy over time.
  
• Write clear and complete internal notes and maintain accurate ticket records to support collaboration and transparency.
  
• Escalate unresolved or complex cases to Product teams, providing full context and next steps.
  
• Monitor support trends and work with the team to proactively improve response workflows and ticket handling procedures.
  
• Create and maintain customer-facing help articles, FAQs, and technical documentation to improve customer self-service and reduce ticket volume.
  
  

Contribute to the team’s efficiency KPIs, including time to first response, time to resolution, and CSAT scores.

• 1–2 years in a technical customer support or service role, ideally within a SaaS or technology company.
• Familiarity with support tools like Intercom, Jira, or other ticketing/CRM systems.
• Strong troubleshooting and problem-solving skills with a technical mindset.
• Comfortable navigating web-based platforms, with a basic understanding of APIs, data integrations, or analytics/reporting tools considered a plus.
• Excellent written and verbal communication skills; able to convey technical concepts clearly and concisely to all audiences.
• Detail-oriented with strong documentation habits—you take pride in being thorough.
• Ability to juggle multiple tickets with a sense of urgency and accountability.
• Passion for learning and working with AI tools, automation workflows, and next-gen support systems.
  

Nice to Have

• Experience collaborating with or training AI support bots or chat-based AI assistants.
• Exposure to marketing platforms such as Google Ads, Facebook Ads, or analytics tools.
• Familiarity with SQL or light scripting for troubleshooting purposes.
• Experience contributing to a company knowledge base or help center.
  

What You Bring

• A commitment to learning and growing in a fast-paced, high-tech environment.
• Empathy for customers and a calm, professional approach to resolving issues.
• A proactive mindset—you look for ways to improve the process.

Cash compensation for this role includes a base salary but may vary based on job-related knowledge, skills and experience.

Other benefits include:

• Work from home (We are 100% remote!)
• 4-Day Work Week
• Unlimited Vacation
• Employee Stock Options
• 401k
• Health, Dental, Vision and Life Insurance
• An awesome place to work (Inc Magazine - Best Place To Work, and Glassdoor 4.7 Star Rating)
• Free books supported by NinjaCat’s reading program
• Personal learning and development stipend
• Monthly health and wellness reimbursement
• Ability to have a huge impact on a growing company
• Ability to use “cat” puns and memes all day long

Interested but unsure if you check every box?
We encourage you to apply anyway. Skills are transferable, and we value passion and potential just as much as experience.

Equal Opportunity

NinjaCat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. NinjaCat makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Applicants must be located and authorized in the US or Canada. At this time, NinjaCat does not offer visa sponsorship or transfers.