Senior Technical Support Specialist

About Iterable

Iterable is the leading AI-powered customer engagement platform, empowering brands like Redfin, SeatGeek, Priceline, Calm, and Box to create dynamic, individualized experiences at scale. Our platform activates customer data, designs seamless cross-channel interactions, and optimizes engagement with enterprise-grade security and compliance. Nearly 1,200 brands across 50+ countries rely on Iterable to drive growth, deepen customer relationships, and deliver joyful customer experiences.

Our success is built by extraordinary people living our core values: Trust, Growth Mindset, Balance, and Humility. We foster a culture of innovation, collaboration, and inclusion, recognized by Inc as one of the Best Workplaces and Fastest Growing Companies, and Forbes as one of America’s Best Startup Employers in 2022. We've also been listed on Wealthfront’s Career Launching Companies List and ranked among the Top 25 Companies Where Women Want to Work.

With a global presence including offices in San Francisco, New York, Denver, London, and Lisbon, and remote employees worldwide, we are committed to building a diverse and inclusive workplace. We welcome candidates from all backgrounds and encourage you to apply. Learn more about our story and mission on our Culture and About Us pages. Let’s shape the future of customer engagement together!

The Opportunity: Senior Technical Support Specialist

This Senior Technical Support Specialist role offers an exciting opportunity for individuals passionate about learning, problem-solving, and technology. If you're enthusiastic about startups and tech, this position allows you to support customers while playing a key role in shaping their business use cases using the Iterable platform. Reporting to the Manager of Technical Support in the US West Coast Region, you'll collaborate with cross-functional teams to grow both your technical and digital marketing skills in the SaaS space. You’ll join a leading support team, working closely with your manager to develop your career and goals while delivering exceptional service to customers.

At Iterable, we value a growth mindset and encourage all applicants to apply, as we appreciate the diverse skills you bring beyond what's listed in the job description.

Key Responsibilities

• Become an Iterable product expert.
• Support our US and ANZ customers’ Tier 1 inquiries through live chat, email, Zendesk, and phone.
• Directly support a growing Premier customer base by acting as a proactive partner to help them achieve success with their business goals.
• Provide top-tier customer service to delight customers.
• Build and maintain strong customer relationships, driving successful business outcomes by understanding their use cases and architecture.
• Categorize and prioritize customer inquiries.
• Write and update support documentation.
• Escalate complex issues to Customer Success Managers and the Engineering team.
• Present support topics in customer meetings, such as Quarterly Business Reviews.
• Share your expertise across the Support team and other departments at Iterable.
• Lead projects to address technical or process gaps for yourself or the team.

What We’re Looking For

• Strong ability to build and nurture customer relationships.
• Experience with High-Priority Accounts and a strong track record of managing multiple complex customer issues while maintaining quality and timeliness in responses.
• Skilled at working closely with teams like Engineering, Product, and Customer Success to troubleshoot, foresee, and prevent issues within customer organizations. You will also be a customer advocate, ensuring customer needs are prioritized.
• Ability to actively participate in recurring customer meetings, workshops, and occasional onsite visits, providing valuable insights and building stronger relationships with key accounts.
• Effectively use internal tools like Datadog Dashboards to analyze, monitor, and identify issues in real-time, contributing to faster problem-solving.
• Ability to solve highly technical problems and answer both product and technical questions related to Iterable and its integration ecosystem.
• Eagerness to teach new and existing customers about the platform.
• Passion for startups, software, and SaaS products.

Bonus Points

• Previous experience in a B2B technical support role at a SaaS company.
• Experience with email, push or SMS platforms.
• Experience with JIRA or Zendesk or similar tools.
• Experience with Datadog or similar tools.
• Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and Javascript or JS Frameworks.

Perks & Benefits

• Competitive salary & meaningful equity.
• General Allowance to be used to purchase private medical insurance, life insurance, and other supplementary benefit plans.
• Superannuation.
• 28 days of Annual Leave.
• Balance Days (additional paid holidays).
• Complete laptop workstation.

Key skills/competency

• Customer Relationship Management
• Technical Problem Solving
• SaaS Support
• Cross-functional Collaboration
• Documentation
• Issue Escalation
• Datadog Monitoring
• API Knowledge
• Email Infrastructure
• Digital Marketing Acumen