Iterable is a cross-channel platform that powers unified customer experiences & empowers marketers to create, optimize & measure every interaction taking place throughout the customer journey. With Iterable, brands create individualized marketing touchpoints that earn engagement, solidify trust & galvanize loyal consumer-brand relationships.
Developed for the enterprise, Iterable is built from modern technologies that transform cloud, partner & tool-specific data into integrated, personalized engagements. No matter the audience size or degree of campaign sophistication, Iterable empowers brands to execute where it matters mostcreating experiences & cultivating connections with over 2 billion people world-wide. Leading brands, like Zillow, DoorDash, Calm, Madison Reed, & Box, choose Iterable to power world-class customer experiences throughout the entire lifecycle.
Iterable's momentum grows daily & there has never been a more exciting time to join the team! We've been recognized as one of the Best Places to Work - SF for the past three years, one of the Best Places to Work in Colorado for the past two years, & were named as one of Colorados Best Paying Companies. Weve also been listed on Wealthfronts Career Launching Companies List for the past two years, rank sixth on the list of Top 25 Companies Where Women Want to Work & hold a top 20 spot among the SaaS 100.
We have a nationwide presence with offices in San Francisco, New York, & Denver, & London. As we scale, we continue to live by our core four, founding values - Trust, Growth Mindset, Balance, & Humility. To understand the Iterable story, explore our Culture & About Us page.
How you will make an impact:
The Technical Support Specialist is a great opportunity for someone with an aptitude to learn, a love of problem-solving, & a passion for tech & 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 New York, youll work cross functionally with other teams in developing both your technical & digital marketing skills while being exposed to the digital SaaS space. Youll be part of an industry leading support team working closely with your manager on developing your career & goals while still providing our customers an exceptional experience.
One of our core values is growth mindset & 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 youll get to:
- Become an Iterable product expert
- Answer customer questions over email, live chat, Zendesk & phone
- Categorize customer inquiries
- Write & update support articles
- Escalate issues to Customer Success Managers & 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 & technical questions
- Passion for startups, software, & SaaS products
- Previous experience in a B2B technical support role at a SaaS company
- Experience with email, push or SMS platforms
- Experience with JIRA or Zendesk
Perks & Benefits:
- Paid parental leave
- Competitive salaries, meaningful equity, & 401(k) plan
- Medical, dental, vision, & life insurance
- Balance Day (First Friday off every month)
- Fertility & Adoption Assistance
- Paid Sabbatical
- Flexible PTO
- Daily lunch allowance
- Monthly Employee Wellness allowance
- Quarterly Professional Development allowance
- Pre-tax commuter benefits
- Complete laptop workstation
Iterable is an Equal Employment Opportunity employer that proudly pursues & hires a diverse workforce. Iterable does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Iterable also strives for a healthy & safe workplace & strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance & other similar state laws & local ordinances, & its internal policy, Iterable will also consider for employment qualified applicants with arrest & conviction records.
Last Update: 5/10/2021