Technical Support Specialist

Iterable, Inc.
Boston, United States of America
yesterday

Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English
Experience level
Senior
Compensation
$ 112K

Job location

Remote
Boston, United States of America

Tech stack

HTML
JavaScript
API
JIRA
CSS
Software as a Service
DNS
LiveChat
Web Application Frameworks
Datadog
Zendesk

Job description

  • 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

Requirements

  • 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

Benefits & conditions

  • 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
  • Paid Sabbatical
  • Internet and Mobile Phone Reimbursement
  • 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 Holidays
  • Paid Sabbatical
  • Teleworking Reimbursement

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