About the Role
Title: Technical Support Specialist
Location: REMOTE – US
Job Description:
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 engagement—all with enterprise-grade security and compliance. Today, nearly 1,200 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 values—Trust, Growth Mindset, Balance, and Humility—to life. We foster a culture of innovation, collaboration, and inclusion, where ideas are valued and individuals are empowered to do their best work. That’s why we’ve been recognized as one of Inc’s Best Workplaces and Fastest Growing Companies, and 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.
With a global presence—including offices in San Francisco, New York, Denver, London, and Lisbon, plus 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!
Position Overview:
The Technical Support Specialist is a great opportunity for someone with an aptitude to learn, a love of problem-solving, and a passion for tech and startups. We believe in a strong, friendly culture. You’ll work on important problems and with customers from the very first day. One of our core values is growth mindset and Iterable is a company where everyone can grow. If this is a role that excites you, please do apply as we value applicants for the skills they bring beyond a job description.
**Candidates must be located in the Eastern US time zone to be considered for this role.
Responsibilities:
- Become an Iterable product expert
- Answer customer questions over email, live chat, Zendesk and phone
- Categorize customer inquiries
- Write and update support articles
- Escalate issues to Customer Success Managers and the Engineering team
- Deliver excellent customer service to delight Iterable customers
Qualifications:
- Strong desire to teach new customers about the platform
- Ability to answer product and technical questions
- Passion for startups, software, and SaaS products
- Demonstrated ability to solve technical problems
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
- Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and Javascript