Senior Technical Support Specialist

Responsibilities The Senior Technical Support Specialist role offers an exciting opportunity for individuals with a passion for learning, problem-solving, and technology Reporting to the Manager of Premier Support on the East Coast, 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 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 Become an Iterable product expert for our Premier customers Provide top-tier customer service to delight them Build and maintain strong customer relationships, driving successful business outcomes by understanding their use cases and architecture 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 Benefits Medical, Dental & Vision Insurance Life & Disability Benefits Flexible Spending Accounts Health Savings Accounts with Employer Contributions Premium Calm Membership Health and Fitness Stipend Paid Parental Bonding Leave Internet and Mobile Phone Reimbursement Paid Sabbatical Learning and Development Stipend Family Forming Benefits Paid Holidays Flexible Time Off Balance Days Private Medical Insurance Group Life Assurance & Income Protection Health and Fitness Stipend Premium Calm Membership Paid Parental Bonding Leave Paid Sabbatical Internet and Mobile Phone Reimbursement Learning and Development Stipend Family Forming Benefits Flexible Time Off Paid Holidays Balance Days Private Medical Insurance Life/Risk Assurance Meal Allowance Balance Days Paid Annual Leave Paid Sabbatical Paid Holidays Teleworking Reimbursement Qualifications 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 Can solve highly technical problems and answer both product and technical questions related to Iterable and to its integration ecosystem Are passionate about startups, software, and SaaS products Can actively participate in recurring customer meetings, workshops, and occasional onsite visits, providing valuable insights and building stronger relationships with key accounts 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 eager to teach new and existing customers about the platform Effectively use internal tools like Datadog Dashboards to analyze, monitor, and identify issues in real-time, contributing to faster problem-solving Are skilled at working closely with teams like Engineering, Product, and Customer Success to troubleshoot, foresee, and prevent issues within customer organizations. They’ll also be a customer advocate, ensuring customer needs are prioritized Have a strong ability to build and nurture customer relationships Previous experience in a B2B technical support role at a SaaS company Experience with JIRA or Zendesk or similar tools Experience with email, push or SMS platforms Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and Javascript or JS Frameworks Experience with Datadog or similar tools #J-18808-Ljbffr