Technical Support Specialist

Iterable, Inc.

November 14, 2024

07:19 AM

Iterable, Inc. 201 Spear Street, Suite 1050 San Francisco, CA 94105

Company size : 501-1K employees
Job Type & Title : Remote
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About Company:
Iterable is the top-rated AI-Powered Customer Communication Platform that enables brands like Redfin, Priceline, Calm, and Box to deliver joyful experiences with harmonized, individualized and dynamic cross-channel communications at scale.
Skills: Communication Customer Service Customer Support Problem Solving Zendesk Jira Networking Operating Systems Technical Support Troubleshooting

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 in San Francisco, 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.

In this role you’ll get to:

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

We are looking for people who have:

Demonstrated ability to solve technical problems
Desire to teach new customers about the platform
Ability to answer product and technical questions
Passion for startups, software, and SaaS products
Candidates for this role must be located in the PST time zone (US)

Bonus Points:

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
Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and Javascript or JS Frameworks

Perks & Benefits:

Paid parental leave
Competitive salaries, meaningful equity, & 401(k) plan
Medical, dental, vision, & life insurance
Balance Days (additional paid holidays)
Fertility & Adoption Assistance
Paid Sabbatical
Flexible PTO
Monthly Employee Wellness allowance
Monthly Professional Development allowance
Pre-tax commuter benefits
Complete laptop workstation

Iterable, Inc.

201 Spear Street, Suite 1050 San Francisco, CA 94105

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