Senior Technical Support Specialist

2 days, 7 hours ago
Full-time
Senior
Customer and Technical Support
Iterable

Iterable

Iterable offers an AI-powered cross-channel communication platform that enables growth marketers to create and manage dynamic, data-driven user engagement campaigns throughout the customer lifecycle, allowing for precise messaging across various channe...

Media
251-1K
Founded 2013
$342M raised

Description

  • Serve as a product expert for Iterable’s Premier customers.
  • Provide high-quality customer support across email, live chat, Zendesk, and phone.
  • Build and maintain strong customer relationships to support successful business outcomes.
  • Categorize, prioritize, and manage incoming customer inquiries.
  • Write, maintain, and improve support documentation.
  • Escalate complex issues to Customer Success Managers and the Engineering team.
  • Present support topics in customer meetings, including Quarterly Business Reviews.
  • Share expertise with the Support team and other internal departments.
  • Lead projects that address technical or process gaps for the team or for yourself.

Requirements

  • US work authorization is implied by the stated salary range and location requirements; only candidates in US EST or CST time zones will be considered.
  • Strong ability to build and nurture customer relationships.
  • Experience handling high-priority accounts and managing multiple complex customer issues with quality and timeliness.
  • Experience working closely with Engineering, Product, and Customer Success teams.
  • Ability to participate in recurring customer meetings, workshops, and occasional onsite visits.
  • Ability to use internal tools such as Datadog Dashboards to analyze, monitor, and identify issues in real time.
  • Ability to solve highly technical problems and answer 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.
  • Previous experience in a B2B technical support role at a SaaS company is a plus.
  • Experience with email, push, or SMS platforms is a plus.
  • Experience with JIRA, Zendesk, or similar tools is a plus.
  • Experience with Datadog or similar tools is a plus.
  • Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and JavaScript or JS frameworks is a plus.

Benefits

  • Competitive salary with a US base range of $72,000 to $112,000.
  • Meaningful equity and a 401(k) plan.
  • Medical, dental, vision, and life insurance.
  • Paid parental leave.
  • Flexible PTO and a paid sabbatical.
  • Monthly employee wellness allowance.
  • Monthly professional development allowance.
  • Additional stipends for health and fitness and learning and development.
  • Fertility and adoption assistance.
  • Pre-tax commuter benefits.
  • Complete laptop workstation.

Interested in this position?

Apply directly on the company website

Apply Now

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