Senior Technical Support Specialist

🔥 5 minutes ago

🌽 Illinois, Massachusetts, +1 more states – Remote

🌽 Illinois – Remote 🍂 Massachusetts – Remote 🤠 Texas – Remote

💵 $72k - $112k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

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Iterable

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

🤖 Artificial Intelligence

🤝 B2B

💰 $200M Series E on 2021-06

Artificial Intelligence • B2B • Marketing

Iterable is an AI-powered cross-channel marketing platform that enables businesses to engage consumers through integrated messaging across email, mobile, web, and more. It supports enterprises in designing and automating personalized marketing campaigns that leverage real-time data to enhance customer experiences. Iterable offers tools for data activation, segmented messaging, and dynamic campaign creation, allowing marketers to build individualized customer journeys and maximize campaign impact through seamless cross-channel communication. With a focus on enterprise solutions, it facilitates the transformation of marketing operations into secure and scalable systems.

📋 Description

• Become an Iterable product expert for our Premier customers. • Provide top-tier customer service to delight them. • 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. • 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.

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

🏖️ 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