Technical Support Specialist

Summary

Join Iterable as a Technical Support Specialist and become a product expert, answering customer questions through various channels and providing excellent customer service. You will categorize inquiries, create support articles, and escalate complex issues. This role requires a strong desire to teach, technical problem-solving skills, and a passion for startups and SaaS products. Located in the Eastern US time zone, this position offers competitive salary and benefits, including paid parental leave, health insurance, and professional development opportunities. Iterable values a growth mindset and offers a friendly, supportive work environment. Apply today to contribute to a leading AI-powered customer engagement platform.

Requirements

• 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

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

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
• Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and Javascript

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