Technical Support Specialist - PST

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., * 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., Criminal and/or civil liabilities may arise from such actions, and Iterable expressly reserves the right to take legal action, including criminal action, against such individuals/entities whenever such phenomena occur. In any case, please note that under no circumstances shall Iterable and any of its affiliates be held liable or responsible for any claims, losses, damages, expenses or other inconvenience resulting from or in any way connected to the actions of these impostors.

Do you have experience in Zendesk?, * 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

4.04.0 out of 5 stars Remote $60,000 - $93,000 a year, Pulled from the full job description

• Paid parental leave
• Parental leave
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * 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.

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!