Senior Technical Support Specialist, Iterable

• 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
• 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 its integration ecosystem
• Are eager to teach new and existing customers about the platform
• Are passionate about startups, software, and SaaS products

Desirable

• 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 Technical Support in the US West Coast Region, 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 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
• Proactively lead customer calls when needed for faster resolution
• 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