Technical Support Engineer - Deliverability

Iterable•Denver, CO

42d•Hybrid

About The Position

Iterable is seeking a Technical Support Engineer (TSE) to join their Technical Support team. This role is for individuals who excel at technical problem-solving and customer impact. As a TSE, you will gain deep expertise in the Iterable platform and its underlying systems, acting as a primary escalation point for complex issues from frontline technical support. You will collaborate with Support, Engineering, and Product teams to identify bugs, resolve critical issues, enhance internal tools, and handle complex data requests that go beyond self-service options. Your work will directly influence the customer experience by supporting the teams that assist users. You will also be part of a passionate, driven, and collaborative team.

Requirements

1-3 years of experience in a technical support engineering role or a similar role.
Proficiency in scripting or programming languages.
Strong understanding of APIs, including debugging with browser developer tools, Postman, or similar tools.
Familiarity with front-end web technologies (HTML, JavaScript, CSS), either through professional experience or a credible software development boot camp.
Working knowledge of DNS, SPF, DKIM, DMARC, and email deliverability concepts.
Passion for building internal tools, automation, and improving operational efficiency.
Excellent analytical and communication skills.
Comfortable working in a fast-paced, cross-functional environment.

Nice To Haves

Familiarity with SQL (e.g., PostgreSQL or MySQL).
Working experience querying and troubleshooting data with Elasticsearch or similar NoSQL databases.
Experience with email, push, and/or SMS platforms and providers.
Experience with support case management platforms such as Jira or Zendesk.
Experience with APM tools such as Datadog.

Responsibilities

Become a subject matter expert on the Iterable platform and use that knowledge to help build internal tools that support customer-facing teams.
Serve as an internal escalation point for high-complexity support issues and provide direct technical support to customers when escalated issues require advanced investigation.
Query standard and nonstandard databases to troubleshoot issues, provide data insights, and support complex workflows.
Collaborate closely with Engineering to support internal API integrations and custom tooling development.
Analyze support trends and identify opportunities to improve tooling and reduce manual work.
Develop or enhance internal dashboards, automation scripts, and troubleshooting utilities.
Document findings and contribute to the team's knowledge base.