Technical Support Specialist

(Australia-based individuals only)

Iterable is a cross-channel platform that powers unified customer experiences and empowers marketers to create, optimize and measure 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 execute where it matters most-creating experiences and cultivating connections with over 2 billion people world-wide. Leading brands, like Zillow, DoorDash, Calm, Madison Reed, and Box, choose Iterable to power world-class 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 Best Places to Work - SF for the past three years, one of the Best Places to Work in Colorado for the past two years, and were named as one of Colorado's Best Paying Companies. We've also been listed on Wealthfront's Career Launching Companies List for the past two years, rank sixth on the list of Top 25 Companies Where Women Want to Work 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. As we scale, we continue to live by our core four, founding values - Trust, Growth Mindset, Balance, and Humility. To understand the Iterable story, explore our Culture and 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, 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 a Manager of Technical Support, you will be a key member of the Support team as the first hire in Australia, providing business-critical coverage that bridges US and European hours. You'll work cross- functionally with other teams in developing both your technical and digital marketing skills while being exposed to the digital SaaS space. You will be part of an industry-leading global 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 you'll get to:

• Become an Iterable product expert
• Answer customer questions over email, live chat, Zendesk and phone*
• Write and update support articles
• Work closely with the Customer Success Management and Engineering teams
• Deliver excellent customer service to delight Iterable customers
• Advance your career in the SaaS industry

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
• Comfort working independently, given time zone differences

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/or Javascript
• 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.
• PLEASE NOTE: This role is a Customer Support role (Not IT based)