About the Role
Senior Technical Support Specialist
at Iterable (View all jobs)
REMOTE – US
Iterable is the top-rated AI-powered customer engagement platform that helps organizations like Redfin, Priceline, Calm, and Box to activate customers with joyful interactions at scale. With Iterable, organizations drive high growth with individualized, harmonized and dynamic communications that engage customers throughout the entire lifecycle at the right time. Iterable’s data engine, ease of use, and flexible and open architecture makes it the best platform to close the data activation gap by bringing together customer data, ability to design the experiences, deliver them and optimize them. All in one platform. We’ve surpassed $200M in ARR and have raised more than $230M from top-tier investors like Index Ventures, Viking, and CRV. Nearly 1200 companies from over 50 countries around the world rely on us to captivate their many millions of users.
Iterable helps brands unlock growth in the digital era by enabling joyful customer experiences with individualized communications based real-time behavioral data, harmonized cross-channel communications based on customer lifecycle, and dynamic always-on journeys that adapt to customer signals. Our powerful customer communication platform helps marketers manage end-to-end customer engagement programs with enterprise-grade security, compliance and controls for their customers.
Iterable’s momentum grows daily and there has never been a more exciting time to join the team! We’ve been recognized as one of the Best Places to Work – SF for the past five years, recognized as one of Inc’s Best Workplaces and Fastest Growing Companies, and we were recognized on Forbes’ list of America’s Best Startup Employers in 2022. Notably, Iterable has also been listed on Wealthfront’s Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work.
We have a global presence with offices in San Francisco, New York, Denver, and London, and recently expanded our operations to Australia and New Zealand. Iterable’s reach extends worldwide, and we have remote employees across the globe. As we scale, we continue to live by our core four, founding values – Trust, Growth Mindset, Balance, and Humility. To understand the Iterable story, and learn more about our mission, explore our Culture and About Us page.
The Senior Technical Support Specialist role offers an exciting opportunity for individuals with a passion for 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.
In this role, you will partner with strategic accounts, acting as a proactive, strategic partner to help customers achieve success with their business goals. You’ll work cross-functionally, ensuring alignment and collaboration internally while providing clear, timely updates to customers. This includes fostering strong relationships, addressing concerns, and ensuring smooth operations across teams and customer interactions.
At Iterable, we value a growth mindset, and we encourage all applicants to apply, as we appreciate the diverse skills you bring beyond what’s listed in the job description.
In this role, you will:
- Become an Iterable product expert for our Premier customers.
- 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.
- Answer customer inquiries through email, live chat, Zendesk, and phone.
- 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:
- Candidates MUST be located on the west coast (US)
- 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. They’ll 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 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