The Senior Technical Support Specialist role offers an exciting opportunity for individuals with a passion for learning, problem-solving, and technology. You'll be responsible for supporting customers and 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 will collaborate with cross‐functional teams to grow both your technical and digital marketing skills in the SaaS space.
In this role, you will:
* Become an Iterable product expert.
* Support US and ANZ customers' Tier 1 inquiries through live chat, email, Zendesk, and phone.
* Act as a proactive partner for the Premier customer base to help them achieve success with their business goals.
* Provide top‐tier customer service to delight customers.
* Build and maintain strong customer relationships, driving successful business outcomes by understanding 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 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.
* Are skilled at working closely with teams such as Engineering, Product, and Customer Success to troubleshoot, foresee, and prevent issues within customer organizations, acting as a customer advocate.
* 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.
Bonus Points:
* Previous experience in a B2B technical support role at a SaaS company.
* Experience with email, push or SMS platforms.
* Experience with JIRA, 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 and meaningful equity.
* General Allowance for private medical insurance, life insurance, and other supplementary benefit plans.
* Superannuation.
* 28 days of Annual Leave.
* Balance Days (additional paid holidays).
* Complete laptop workstation.
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.
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