Senior Technical Support Specialist

Iterable

Senior Technical Support Specialist supporting clients in using Iterable's customer engagement platform. Collaborating with teams to enhance customer experiences and solve technical issues.

Posted 6/30/2026full-timeRemote • Illinois, Massachusetts, Texas • 🇺🇸 United StatesSenior💰 $72,000 - $112,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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. They’ll also be a customer advocate, ensuring customer needs are prioritized.
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 to its integration ecosystem.
Are eager to teach new and existing customers about the platform.
Are passionate about startups, software, and SaaS products.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Technical TroubleshootingSupport Documentation WritingIssue Categorization and PrioritizationCustomer Inquiry ResponseData Analysis

Soft Skills

Customer AdvocacyCommunicationCollaborationProject LeadershipRelationship Building