Senior Technical Support Specialist

Iterable is the leading AI‑powered customer engagement platform that helps leading brands like Redfin, Seat Geek, Priceline, Calm, and Box create dynamic, individualized experiences  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.

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 East 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.

In this role, you will partner with strategic accounts, acting as a proactive, strategic partner to help customers achieve success with their business goals. You’ll work cross‑functionally, ensuring alignment and collaboration internally while providing clear, timely updates to customers. This includes fostering strong relationships, addressing concerns, and ensuring smooth operations across teams and customer interactions.

• Become an Iterable product expert for our Premier customers.
• Provide top‑tier customer service to delight customers.
• 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.
• Proactively lead customer calls when needed for faster resolution.
• 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.

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

• 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

• 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‑t…