Senior Technical Support Specialist

<div class="content-intro"><p>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.</p> <p>Our success is powered by extraordinary people who bring our core values—Trust, Growth Mindset, Balance, and Humility—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 <a href="https://www.inc.com/best-workplaces/2022">Inc’s Best Workplaces</a> and <a href="https://iterable.com/blog/inc-names-iterable-one-of-americas-fastest-growing-companies/">Fastest Growing Companies</a>, and were recognized on Forbes’ list of America’s Best Startup Employers in 2022. Notably, Iterable has also been listed on<a href="https://blog.wealthfront.com/announcing-2021-career-launching-companies/"> Wealthfront’s Career Launching Companies List</a> and has held a top 10 ranking on the<a href="https://wearegirlsclub.com/top-25-companies-where-women-want-to-work/"> Top 25 Companies Where Women Want to Work</a>.</p> <p>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. Learn more about our story and mission on our<a href="https://iterable.com/culture/"> Culture</a> and<a href="https://iterable.com/company/"> About Us</a> pages. Let’s shape the future of customer engagement together!</p></div><p><strong>Position Overview:</strong></p> <p>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 West 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.</p> <p>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.</p> <p>At Iterable, we value a growth mindset, and we encourage all applicants to apply, as we appreciate the diverse skills you bring beyond what's listed in the job description.</p> <p><strong>In this role, you will:</strong></p> <ul> <li>Become an Iterable product expert for our Premier customers.</li> <li>Provide top-tier customer service to delight customers.</li> <li>Build and maintain strong customer relationships, driving successful business outcomes by understanding their use cases and architecture.</li> <li>Answer customer inquiries through email, live chat, Zendesk, and phone.</li> <li>Proactively lead customer calls when needed for faster resolution.</li> <li>Categorize and prioritize customer inquiries.</li> <li>Write and update support documentation.</li> <li>Escalate complex issues to Customer Succes ... (truncated, view full listing at source)