Senior Technical Support Specialist
About the role
About Iterable
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—Be an Owner, Growth Mindset, Run as One, Transparency —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 the Best Workplaces and Fastest Growing Companies, and were recognized on Forbes’ list of America’s Best Startup Employers in 2022.
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.
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.
What You'll Do
- 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.
Who You Are
- Only candidates in the US EST or CST time zones will be considered for this role.