Technical Support Associate - Remote

Overview

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

In Short

• Serve as the first responder to incoming support tickets via Intercom.
• Troubleshoot platform-related issues and resolve inquiries related to data connections and reporting.
• Collaborate with the AI bot Nina to improve its accuracy over time.
• Write clear internal notes and maintain accurate ticket records.
• Escalate unresolved cases to Product teams with full context.
• Monitor support trends to improve response workflows.
• Create customer-facing help articles and technical documentation.
• Contribute to the team’s efficiency KPIs.

Requirements

• Curious and a natural investigator.
• Tech-savvy and thrives in fast-moving environments.
• Thorough in documentation and comfortable collaborating cross-functionally.
• Confident balancing customer care with operational speed.

Benefits

• Remote-first work culture.
• Opportunity to grow with a fast-paced company.
• Supportive team environment.