Technical Support Specialist - PST

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. 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.

Role Overview

The Technical Support Specialist is a great opportunity for someone with an aptitude to learn, a love of problem-solving, and a passion for tech and startups. We believe in a strong, friendly culture. While not only helping customers troubleshoot the Iterable platform, you will also be an integral part from conceptualization to execution of their business use cases using Iterable. Reporting to the Manager of Technical Support of our west coast team, you’ll work cross functionally with other teams in developing both your technical and digital marketing skills while being exposed to the digital SaaS space. You’ll be part of an industry leading support team working closely with your manager on developing your career and goals while still providing our customers an exceptional experience.

Only candidates located in the PST time zone will be considered for this role.

In this role, you’ll get to:

• Become an Iterable product expert.
• Answer customer questions over email, live chat, Zendesk and phone.
• Categorize customer inquiries.
• Write and update support articles.
• Escalate issues to Customer Success Managers and the Engineering team.
• Deliver excellent customer service to delight Iterable customers.

We are looking for people who have:

• Demonstrated ability to solve highly technical problems
• Desire to teach new customers about the platform
• Ability to answer product and technical questions
• Passion for 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/Grafana or similar tools
• Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and Javascript or JS Frameworks

Perks & Benefits:

• Paid parental leave