Technical Support Specialist - PST
About The Position
The Technical Support Specialist is a great opportunity for someone with an aptitude to learn, a love of problem-solving, and a passion for tech and startups. We believe in a strong, friendly culture. While not only helping customers troubleshoot the Iterable platform, you will also be an integral part from conceptualization to execution of their business use cases using Iterable. Reporting to the Manager of Technical Support of our west coast team, you’ll work cross functionally with other teams in developing both your technical and digital marketing skills while being exposed to the digital SaaS space. You’ll be part of an industry leading support team working closely with your manager on developing your career and goals while still providing our customers an exceptional experience. One of our core values is growth mindset, and Iterable is a company where everyone can grow. If this is a role that excites you, please do apply as we value applicants for the skills they bring beyond a job description. Only candidates located in the PST time zone will be considered for this role.
Requirements
- Demonstrated ability to solve highly technical problems
- Desire to teach new customers about the platform
- Ability to answer product and technical questions
- Passion for startups, software, and SaaS products
- Located in the PST time zone
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/Grafana or similar tools
- Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and Javascript or JS Frameworks
Responsibilities
- Become an Iterable product expert.
- Answer customer questions over email, live chat, Zendesk and phone.
- Categorize customer inquiries.
- Write and update support articles.
- Escalate issues to Customer Success Managers and the Engineering team.
- Deliver excellent customer service to delight Iterable customers.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
