Location: New York,NY, USA
**Technical Support Specialist**
at Iterable New York, New York, United States Iterable is a cross-channel platform that powers unified customer experiences and empowers marketers to improve on every interaction taking place throughout the customer journey. With Iterable, brands create individualized marketing touchpoints that earn engagement, solidify trust and galvanize loyal consumer-brand relationships.
Developed for the enterprise, Iterable is built from modern technologies that transform cloud, partner and tool-specific data into integrated, personalized engagements. No matter the audience size or degree of campaign sophistication, Iterable empowers brands to implement where it matters mostcreating experiences and promoting connections with over 2 billion people world-wide., like Zillow, DoorDash, Calm, Madison Reed, and Box, choose Iterable to power excellent customer experiences throughout the entire lifecycle.
Iterable's momentum grows daily and there has never been a more exciting time to join the team! We've been recognized as one of the for the past four years, one of the for the past two years, and were named as one of! We've also been listed on for the past two years, rank sixth on the list of and hold a top 20 spot among the SaaS 100.
We have a global presence with offices in San Francisco, New York, and Denver, and London, and remote employees located all over the world. As we scale, we continue to live by our core four, founding values - Trust, Growth Mindset, Balance, and Humility. To understand the Iterable story, and learn more about our mission, explore our and 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, 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 New York, 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.
**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 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
* Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and Javascript
**Perks & Benefits:**
* Paid parental leave
* Great compensation packages, 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
We've rethought traditional workplace planning and are looking to strengthen belonging, innovation, productivity, and happiness whether it's in an office, from home, or a hybrid of the two. As such, we've moved to a single geographical compensation band for all of our employees (the San Francisco Bay Area market for the US, London for the UK).
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.
**Last Update: 2/24/2022**
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