Technical Support Engineer

Summary

Join Iterable, a leading AI-powered customer engagement platform, and become a subject matter expert on our platform. You will build internal tools supporting customer-facing teams, serve as an escalation point for complex support issues, and provide direct technical support to customers. Your responsibilities include querying databases to troubleshoot issues, collaborating with engineering on API integrations, analyzing support trends, and developing internal dashboards and automation. You will need 1-3 years of experience in a technical support engineering role, proficiency in scripting/programming, and a strong understanding of APIs. The ideal candidate will also possess excellent analytical and communication skills and be comfortable in a fast-paced environment. Iterable offers a competitive compensation package, including benefits such as paid parental leave, medical insurance, and professional development allowances.

Requirements

• 1-3 years of experience in a technical support engineering role or a similar role
• Proficiency in scripting or programming languages
• Strong understanding of APIs, including debugging with browser developer tools, Postman, or similar tools
• Familiarity with front-end web technologies (HTML, JavaScript, CSS), either through professional experience or a credible software development boot camp
• Working knowledge of DNS, SPF, DKIM, DMARC, and email deliverability concepts
• Passion for building internal tools, automation, and improving operational efficiency
• Excellent analytical and communication skills
• Comfortable working in a fast-paced, cross-functional environment

Responsibilities

• Become a subject matter expert on the Iterable platform and use that knowledge to help build internal tools that support customer-facing teams
• Serve as an internal escalation point for high-complexity support issues and provide direct technical support to customers when escalated issues require advanced investigation
• Query standard and nonstandard databases to troubleshoot issues, provide data insights, and support complex workflows
• Collaborate closely with Engineering to support internal API integrations and custom tooling development
• Analyze support trends and identify opportunities to improve tooling and reduce manual work
• Develop or enhance internal dashboards, automation scripts, and troubleshooting utilities
• Document findings and contribute to the team's knowledge base

Preferred Qualifications

• Familiarity with SQL (e.g., PostgreSQL or MySQL)
• Working experience querying and troubleshooting data with Elasticsearch or similar NoSQL databases
• Experience with email, push, and/or SMS platforms and providers
• Experience with support case management platforms such as Jira or Zendesk
• Experience with APM tools such as Datadog

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