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Senior Technical Support Specialist

Iterable
Full-time
Remote
Worldwide

JobsCloseBy Editorial Insights

Iterable is seeking a Senior Technical Support Specialist to join a remote, globally distributed team, supporting US and ANZ customers while becoming a product expert and collaborating with Engineering, Product, and Customer Success to drive measurable outcomes on a leading AI-powered engagement platform. You’ll handle Tier 1 inquiries via live chat, email, Zendesk and phone, build strong customer relationships, write and update the knowledge base, and lead improvements and quarterly business reviews. To stand out, emphasize managing high priority accounts, SaaS experience, and proficiency with Datadog, JIRA or Zendesk, APIs, DNS, HTML, CSS, and JavaScript, plus a growth mindset and a proven ability to teach others.

Iterable is the leading AI-powered customer engagement platform that helps leading brands like Redfin, SeatGeek, Priceline, Calm, and Box create dynamic, individualized experiences at scale. Our platform empowers organizations to activate customer data, design seamless cross-channel interactions, and optimize engagement—all with enterprise-grade security and compliance. Today, nearly 1,200 brands across 50+ countries rely on Iterable to drive growth, deepen customer relationships, and deliver joyful customer experiences.

Our success is powered by extraordinary people who bring our core values—Trust, Growth Mindset, Balance, and Humility—to life. We foster a culture of innovation, collaboration, and inclusion, where ideas are valued and individuals are empowered to do their best work. That’s why we’ve been recognized as one of Inc’s Best Workplaces and Fastest Growing Companies, and were recognized on Forbes’ list of America’s Best Startup Employers in 2022. Notably, Iterable has also been listed on Wealthfront’s Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work.

With a global presence—including offices in San Francisco, New York, Denver, London, and Lisbon, plus remote employees worldwide—we are committed to building a diverse and inclusive workplace. We welcome candidates from all backgrounds and encourage you to apply. Learn more about our story and mission on our Culture and About Us pages. Let’s shape the future of customer engagement together!

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 Technical Support in the US West Coast Region, 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.

At Iterable, we value a growth mindset, and we encourage all applicants to apply, as we appreciate the diverse skills you bring beyond what's listed in the job description.

In this role, you will:

  • Become an Iterable product expert.
  • Support our US and ANZ customers’ Tier 1 inquiries through live chat, email, Zendesk, and phone. 
  • Directly supporting a growing Premier customer base by acting as a proactive partner to help them achieve success with their business goals.
  • 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.
  • 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.

We are looking for people who:

  • 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 to its integration ecosystem.
  • Are eager to teach new and existing customers about the platform.
  • Are passionate about startups, software, and SaaS products.

 

Bonus Points:

  • 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

 

Perks & Benefits:

  • Competitive salary & meaningful equity
  • General Allowance to be used to purchase private medical insurance, life insurance, and other supplementary benefit plans
  • Superannuation
  • 28 days of Annual Leave
  • Balance Days (additional paid holidays)
  • Complete laptop workstation

Recruitment Disclaimer:

Please be aware that Iterable, Inc. (“Iterable”) and our official professional recruiting agencies and platforms do not:

  • Send job offers from free email services like Gmail, Yahoo mail, Hotmail, etc.
  • Request money, fees, or payment of any kind from prospective candidates to apply to Iterable, for employment, or for the recruitment process (e.g. for home office supplies, or training, etc.).
  • Request or require personal documents like bank account details, tax forms, or credit card information as part of the recruitment process prior to the candidate signing an engagement letter or an employment contract with Iterable.

You may see all job vacancies on our official Iterable channels:

Iterable is not affiliated in any way to these impostors and we hereby confirm that such individuals/entities are not authorized, encouraged, or sponsored to act on behalf of Iterable. Such job opportunities are entirely fake and not valid. Therefore, please disregard any written or oral request for a job offer or an interview that you believe is or might be fraudulent or suspicious and immediately reach out to us via email at [email protected] upon receiving a suspicious job offer.

Criminal and/or civil liabilities may arise from such actions, and Iterable expressly reserves the right to take legal action, including criminal action, against such individuals/entities whenever such phenomena occur. In any case, please note that under no circumstances shall Iterable and any of its affiliates be held liable or responsible for any claims, losses, damages, expenses or other inconvenience resulting from or in any way connected to the actions of these impostors.

Iterable is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Iterable does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Iterable also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Iterable will also consider for employment qualified applicants with arrest and conviction records.