Senior Technical Support Specialist

Iterable•Boston, MA

About The Position

The Senior Technical Support Specialist role offers an exciting opportunity for individuals with a passion for learning, problem-solving, and technology. 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. 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. At Iterable, we value a growth mindset, and we encourage all applicants to apply, as we appreciate the diverse skills you bring beyond what's listed in the job description.

Requirements

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.

Nice To Haves

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

Responsibilities

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.