Note: The job is a remote job and is open to candidates in USA. Iterable is the leading AI-powered customer engagement platform that helps brands create dynamic, individualized experiences at scale. The Technical Support Specialist role involves assisting customers with the Iterable platform, troubleshooting issues, and contributing to their business use cases while developing technical and digital marketing skills.

Responsibilities

• 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

Skills

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

Benefits

• Paid parental leave
• Competitive salaries, meaningful equity, & 401(k) plan
• Medical, dental, vision, & life insurance
• Community Impact Days
• Fertility & Adoption Assistance
• Paid Sabbatical
• Flexible PTO
• Monthly Employee Wellness allowance
• Monthly Professional Development allowance
• Pre-tax commuter benefits
• Complete laptop workstation
• The total compensation package includes variable pay (where applicable), equity, plus a range of benefits, including medical, dental, vision, and financial.
• We offer perks such as generous stipends for health & fitness and learning & development, among others.

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