Senior Technical Support Specialist

This is a fully remote position, open to applicants in Illinois, +2 more states.

📋 Description

• Become an expert on Iterable products for our Premier clients.

• Deliver exceptional customer service to exceed their expectations.

• Establish and nurture robust customer relationships, fostering successful business outcomes by comprehensively understanding their use cases and system architecture.

• Respond to customer inquiries via email, live chat, Zendesk, and phone.

• Organize and prioritize customer inquiries effectively.

• Create and update support documentation as needed.

• Elevate complex issues to Customer Success Managers and the Engineering team.

• Present support-related topics during customer meetings, including Quarterly Business Reviews.

• Share your knowledge and expertise with the Support team and other departments at Iterable.

• Lead initiatives to address technical or procedural gaps for yourself or the team.

⛳️ Requirements

• Demonstrate a strong capability to build and maintain customer relationships.

• Possess experience with High-Priority Accounts and a proven history of managing multiple complex customer issues while ensuring quality and timely responses.

• Be adept at collaborating with teams such as Engineering, Product, and Customer Success to troubleshoot, anticipate, and mitigate issues within customer organizations, acting as a customer advocate to prioritize their needs.

• Participate actively in regular customer meetings, workshops, and occasional onsite visits, offering valuable insights and strengthening relationships with key accounts.

• Utilize internal tools like Datadog Dashboards to analyze, monitor, and identify issues in real-time, aiding in quicker problem resolution.

• Be capable of resolving highly technical issues and addressing both product and technical inquiries related to Iterable and its integration ecosystem.

• Show enthusiasm for educating new and existing customers about the platform.

• Have a passion for 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