Senior Technical Support Specialist

About the role

The Senior Technical Support Specialist role offers an exciting opportunity for individuals with a passion for learning, problem-solving, and technology. If you're enthusiastic about startups and tech, this position allows you to support customers while playing a key role in shaping their business use cases using the Iterable platform. Reporting to the Manager of Premier Support on the East Coast, you'll collaborate with cross-functional teams to grow both your technical and digital marketing skills in the SaaS space. You’ll join a leading support team, working closely with your manager to develop your career and goals while delivering exceptional service to customers.

Responsibilities

• Become an Iterable product expert for our Premier customers.
• Provide top-tier customer service to delight them.
• 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.

Requirements

• Strong ability to build and nurture customer relationships.
• Experience with high-priority accounts and a strong track record of managing multiple complex customer issues while maintaining quality and timeliness in responses.
• 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.
• Active participation 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.
• Solve highly technical problems and answer both product and technical questions related to Iterable and to its integration ecosystem.
• Eager to teach new and existing customers about the platform.
• Passionate about startups, software, and SaaS products.

Qualifications

• Previous experience in a B2B technical support role at a SaaS company (bonus point).
• Experience with email, push or SMS platforms (bonus point).
• Experience with JIRA or Zendesk or similar tools (bonus point).
• Experience with Datadog or similar tools (bonus point).
• Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and JavaScript or JS Frameworks (bonus point).

Benefits & Perks

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

Pay

The US base salary range for this position at the start of employment is $72,000 - $112,000. Within this range, individual pay is determined by specific US work location, as well as additional factors, including job-related skills, experience, relevant education or training, and internal equity considerations.

Schedule

Only candidates in the US EST or CST time zones will be considered for this role.