Senior Technical Support Specialist

Yesterday

🇺🇸 United States – Remote

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

🌲 Oregon – Remote

Although this job is listed in Oregon, this company may be open to hiring remote in other states.

+1 more states

🏄 California – Remote 🌲 Oregon – Remote ☕ Washington – Remote

💵 $75k - $115.5k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

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Iterable

WebsiteLinkedInAll Job Openings

Marketing Automation • SaaS • Growth Marketing • Email Marketing • Mobile Marketing

501 - 1000 employees

Founded 2013

🤖 Artificial Intelligence

🤝 B2B

💰 $200M Series E on 2021-06

Description

• 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. • 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.

Requirements

• Candidates MUST be located on the west coast (US) • 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. • 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. • 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.

Benefits

• 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-tax commuter benefits • Complete laptop workstation