Senior Technical Support Specialist

Summary

Join Iterable's team as a Senior Technical Support Specialist and become a product expert for Premier customers. Provide top-tier customer service, build strong customer relationships, and drive successful business outcomes. You will answer customer inquiries through various channels, categorize and prioritize inquiries, and write support documentation. Collaborate with cross-functional teams, escalate complex issues, and present support topics in customer meetings. Lead projects to address technical or process gaps, and share your expertise across the Support team. This role requires strong customer relationship skills, experience with high-priority accounts, and the ability to work closely with various teams. Iterable offers competitive salaries, equity, and a comprehensive benefits package.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• Paid parental leave
• Competitive salaries, meaningful equity, & 401(k) plan
• Medical, dental, vision, & life insurance
• Balance Days (additional paid holidays)
• Fertility & Adoption Assistance
• Paid Sabbatical
• Flexible PTO
• Monthly Employee Wellness allowance
• Monthly Professional Development allowance
• Pre-tax commuter benefits
• Complete laptop workstation