Technical Support Specialist - PST

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 Inc’s Best Workplaces and Fastest Growing Companies, and were recognized on Forbes’ list of America’s Best Startup Employers in 2022. Notably, Iterable has also been listed on Wealthfront’s Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to 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. Learn more about our story and mission on our Culture and About Us pages. Let’s shape the future of customer engagement together! 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. One of our core values is growth mindset, and Iterable is a company where everyone can grow. If this is a role that excites you, please do apply as we value applicants for the skills they bring beyond a job description. 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 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 US base salary range for this position at the start of employment is $60,000 - $93,000. Within this range, individual pay is determined by specific US work location, as well as additional factors, including job-related skills, experience, relevant education or training, and internal equity considerations. Please note that the range listed above reflects only base salary. The total compensation package includes variable pay (where applicable), equity, plus a range of benefits, including medical, dental, vision, and financial. In addition, we offer perks such as generous stipends for health & fitness and learning & development, among others. Recruitment Disclaimer: Please be aware that Iterable, Inc. (“Iterable”) and our official professional recruiting agencies and platforms do not: Send job offers from free email services like Gmail, Yahoo mail, Hotmail, etc. Request money, fees, or payment of any kind from prospective candidates to apply to Iterable, for employment, or for the recruitment process (e.g. for home office supplies, or training, etc.). Request or require personal documents like bank account details, tax forms, or credit card information as part of the recruitment process prior to the candidate signing an engagement letter or an employment contract with Iterable. You may see all job vacancies on our official Iterable channels: Official Iterable website, Careers page: Official LinkedIn Jobs page: Iterable is not affiliated in any way to these impostors and we hereby confirm that such individuals/entities are not authorized, encouraged, or sponsored to act on behalf of Iterable. Such job opportunities are entirely fake and not valid. Therefore, please disregard any written or oral request for a job offer or an interview that you believe is or might be fraudulent or suspicious and immediately reach out to us via email at View email address on click.appcast.io upon receiving a suspicious job offer. 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