Technical Support Engineer – Deliverability

This is a fully remote position, open to applicants in United States.

📋 Description

• Become an expert on the Iterable platform, utilizing your knowledge to assist in developing internal tools that support customer-facing teams.

• Act as an internal escalation point for complex support issues.

• Provide direct technical assistance to customers for escalated issues that necessitate advanced investigation.

• Query both standard and nonstandard databases to troubleshoot problems, offer data insights, and support intricate workflows.

• Collaborate with the Engineering team to assist with internal API integrations and the development of custom tools.

• Analyze support trends to identify opportunities for enhancing tools and minimizing manual tasks.

• Create or improve internal dashboards, automation scripts, and troubleshooting utilities.

• Document findings and contribute to the team's knowledge repository.

• Develop extensive expertise in the Iterable platform and its underlying systems.

• Identify bugs, resolve urgent issues, enhance internal tools, and support complex data requests that exceed self-service capabilities.

⛳️ Requirements

• 1-3 years of experience in a technical support engineering position or a similar role.

• Proficient in scripting or programming languages.

• Strong understanding of APIs, including debugging using browser developer tools, Postman, or similar applications.

• Familiarity with front-end web technologies (HTML, JavaScript, CSS), gained through professional experience or a reputable software development boot camp.

• Working knowledge of DNS, SPF, DKIM, DMARC, and concepts related to email deliverability.

• A passion for developing internal tools, automation, and enhancing operational efficiency.

• Excellent analytical and communication abilities.

• Comfortable operating in a fast-paced, cross-functional environment.

• Only candidates located in the PST (US) time zone will be considered for this position.

• Nice to have: Familiarity with SQL (e.g., PostgreSQL or MySQL).

• Nice to have: Experience querying and troubleshooting data with Elasticsearch or similar NoSQL databases.

• Nice to have: Experience with email, push, and/or SMS platforms and providers.

• Nice to have: Experience using support case management platforms such as Jira or Zendesk.

• Nice to have: Experience with APM tools like Datadog.

🏝️ Benefits

• Paid parental leave.

• Competitive salaries.

• Meaningful equity.

• 401(k) plan.

• Medical, dental, vision, and 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.

• Variable pay (where applicable).

• Health & fitness stipends.

• Learning & development stipends.