Technical Support Engineer

Iterable•Boston, MA

About The Position

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—Trust, Growth Mindset, Balance, and Humility—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! We are looking for a Technical Support Engineer (TSE) to join our world-class Technical Support team. This role is ideal for someone who thrives at the intersection of technical problem-solving and customer impact. As a TSE, you’ll develop deep expertise in the Iterable platform and the systems behind it, and serve as a key escalation point for complex issues from our frontline technical support teams. You'll collaborate closely with Support, Engineering, and Product teams to surface bugs, resolve urgent issues, improve internal tools, and support complex data requests beyond self-service capabilities. These activities directly impact the customer experience by supporting the teams that support our users. You'll also work alongside some of the most passionate, driven, and collaborative teammates in the business.

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.