Senior Technical Support Specialist

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, contributing to faster problem-solving
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

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 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

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 or similar tools
Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and Javascript or JS Frameworks