Senior Technical Support Specialist

Iterable is the leading AI-powered customer engagement platform that helps leading brands like Redfin SeatGeek Priceline Calm and Box create dynamic individualized experiences at scale. Our platform empowers organizations to activate customer data design seamless cross-channel interactions and optimize engagementall with enterprise-grade security and compliance. Today nearly 1200 brands across 50 countries rely on Iterable to drive growth deepen customer relationships and deliver joyful customer experiences.

Our success is powered by extraordinary people who bring our core valuesTrust Growth Mindset Balance and Humilityto life. We foster a culture of innovation collaboration and inclusion where ideas are valued and individuals are empowered to do their best work. Thats why weve been recognized as one of Incs Best Workplaces and Fastest Growing Companies and were recognized on Forbes list of Americas Best Startup Employers in 2022. Notably Iterable has also been listed on Wealthfronts Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work.

With a global presenceincluding offices in San Francisco New York Denver London and Lisbon plus remote employees worldwidewe 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. Lets shape the future of customer engagement together!

The Senior Technical Support Specialist role offers an exciting opportunity for individuals with a passion for learning problem-solving and technology. If youre 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 youll collaborate with cross-functional teams to grow both your technical and digital marketing skills in the SaaS space. Youll 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 we encourage all applicants to apply as we appreciate the diverse skills you bring beyond whats listed in the job description.

In this role you will:

• Become an Iterable product expert.
• Support our US and ANZ customers Tier 1 inquiries through live chat email Zendesk and phone.
• Directly supporting 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 them.
• 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.

We are looking for people who:

• Have a strong ability to build and nurture customer relationships.
• Have experience with High-Priority Accounts and a strong track record of managing multiple complex customer issues while maintaining quality and timeliness in responses.
• Are skilled at working closely with teams like Engineering Product and Customer Success to troubleshoot foresee and prevent issues within customer organizations. Theyll also be a customer advocate ensuring customer needs are prioritized.
• Can 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.
• Can solve highly technical problems and answer both product and technical questions related to Iterable and to its integration ecosystem.
• Are eager to teach new and existing customers about the platform.

• Are passionate about 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

Recruitment Disclaimer:

Please be aware that Iterable Inc. (Iterable) and our official professional recruiting agencies and platforms do not:

• Send job offers from free email services like Gmail Yahoo mail Hotmail etc.
• Request money fees or payment of any kind from prospective candidates to apply to Iterable for employment or for the recruitment process (e.g. for home office supplies or training etc.).
• Request or require personal documents like bank account details tax forms or credit card information as part of the recruitment process prior to the candidate signing an engagement letter or an employment contract with Iterable.

You may see all job vacancies on our official Iterable channels:

• Official Iterable website Careers page: LinkedIn Jobs page: is not affiliated in any way to these impostors and we hereby confirm that such individuals/entities are not authorized encouraged or sponsored to act on behalf of Iterable. Such job opportunities are entirely fake and not valid. Therefore please disregard any written or oral request for a job offer or an interview that you believe is or might be fraudulent or suspicious and immediately reach out to us via email at upon receiving a suspicious job offer.

  Criminal and/or civil liabilities may arise from such actions and Iterable expressly reserves the right to take legal action including criminal action against such individuals/entities whenever such phenomena any case please note that under no circumstances shall Iterable and any of its affiliates be held liable or responsible for any claims losses damages expenses or other inconvenience resulting from or in any way connected to the actions of these impostors.
  
  Iterable is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Iterable does not make hiring or employment decisions on the basis of race color religion or religious belief ethnic or national origin nationality sex gender gender-identity sexual orientation disability age military or veteran status or any other basis protected by applicable local state or federal laws or prohibited by Company policy. Iterable also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances and its internal policy Iterable will also consider for employment qualified applicants with arrest and conviction records.