Technical Support Specialist PST

Iterable is the leading AI-powered customer engagement platform that helps leading brands like Redfin SeatGeek Priceline Calm and Box create dynamic individualized experiences at scale. Our platform empowers organizations to activate customer data design seamless cross-channel interactions and optimize engagementall with enterprise-grade security and compliance. Today nearly 1200 brands across 50 countries rely on Iterable to drive growth deepen customer relationships and deliver joyful customer experiences.

Our success is powered by extraordinary people who bring our core valuesBe an Owner Growth Mindset Run as One Transparency to life. We foster a culture of innovation collaboration and inclusion where ideas are valued and individuals are empowered to do their best work. Thats why weve been recognized as one of Incs Best Workplaces and Fastest Growing Companies and were recognized on Forbes list of Americas Best Startup Employers in 2022. Notably Iterable has also been listed on Wealthfronts Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work.

With a global presenceincluding offices in San Francisco New York Denver London and Lisbon plus remote employees worldwidewe are committed to building a diverse and inclusive workplace. We welcome candidates from all backgrounds and encourage you to apply. Learn more about our story and mission on our Culture and About Us pages. Lets shape the future of customer engagement together!

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 of our west coast team youll work cross functionally with other teams in developing both your technical and 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 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. Only candidates located in the PST time zone will be considered for this role.

In this role youll 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 highly technical problems
• Desire to teach new customers about the platform
• Ability to answer product and technical questions
• Passion for startups software and SaaS products

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
• Experience with Datadog/Grafana 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
• 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

The US base salary range for this position at the start of employment is $60000 - $93000. Within this range individual pay is determined by specific US work location as well as additional factors including job-related skills experience relevant education or training and internal equity considerations.

Please note that the range listed above reflects only base salary. The total compensation package includes variable pay (where applicable) equity plus a range of benefits including medical dental vision and addition we offer perks such as generous stipends for health & fitness and learning & development among others.

Recruitment Disclaimer:

Please be aware that Iterable Inc. (Iterable) and our official professional recruiting agencies and platforms do not:

• Send job offers from free email services like Gmail Yahoo mail Hotmail etc.
• Request money fees or payment of any kind from prospective candidates to apply to Iterable for employment or for the recruitment process (e.g. for home office supplies or training etc.).
• Request or require personal documents like bank account details tax forms or credit card information as part of the recruitment process prior to the candidate signing an engagement letter or an employment contract with Iterable.

You may see all job vacancies on our official Iterable channels:

• Official Iterable website Careers page: LinkedIn Jobs page: is not affiliated in any way to these impostors and we hereby confirm that such individuals/entities are not authorized encouraged or sponsored to act on behalf of Iterable. Such job opportunities are entirely fake and not valid. Therefore please disregard any written or oral request for a job offer or an interview that you believe is or might be fraudulent or suspicious and immediately reach out to us via email at upon receiving a suspicious job offer.

  Criminal and/or civil liabilities may arise from such actions and Iterable expressly reserves the right to take legal action including criminal action against such individuals/entities whenever such phenomena any case please note that under no circumstances shall Iterable and any of its affiliates be held liable or responsible for any claims losses damages expenses or other inconvenience resulting from or in any way connected to the actions of these impostors.
  
  Iterable is an Equal Employment Opportunity employer that proudly pursues and 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 and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances and its internal policy Iterable will also consider for employment qualified applicants with arrest and conviction records.