Hybrid Senior Technical Support Specialist

at Iterable

• Job title: Senior Technical Support Specialist
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Sydney, Australia

About the role

• Senior Technical Support Specialist supporting customers in using the Iterable platform for engagement. Collaborating with teams to enhance customer success and build relationships in SaaS.

Responsibilities

• Become an Iterable product expert.
• Support our US and ANZ customers’ Tier 1 inquiries through live chat, email, Zendesk, and phone.
• Directly supporting a growing Premier customer base by acting as a proactive partner to help them achieve success with their business goals.
• Provide top-tier customer service to delight them.
• Build and maintain strong customer relationships, driving successful business outcomes by understanding their use cases and architecture.
• Categorize and prioritize customer inquiries.
• Write and update support documentation.
• Escalate complex issues to Customer Success Managers and the Engineering team.
• Present support topics in customer meetings, such as Quarterly Business Reviews.
• Share your expertise across the Support team and other departments at Iterable.
• Lead projects to address technical or process gaps for yourself or the team.

Requirements

• Have a strong ability to build and nurture customer relationships.
• Have experience with High-Priority Accounts and a strong track record of managing multiple complex customer issues while maintaining quality and timeliness in responses.
• Are skilled at working closely with teams like Engineering, Product, and Customer Success to troubleshoot, foresee, and prevent issues within customer organizations. They’ll also be a customer advocate, ensuring customer needs are prioritized.
• Can actively participate in recurring customer meetings, workshops, and occasional onsite visits, providing valuable insights and building stronger relationships with key accounts.
• Effectively use internal tools like Datadog Dashboards to analyze, monitor, and identify issues in real-time, contributing to faster problem-solving.
• Can solve highly technical problems and answer both product and technical questions related to Iterable and to its integration ecosystem.
• Are eager to teach new and existing customers about the platform.
• Are passionate about startups, software, and SaaS products.

Benefits

• Competitive salary & meaningful equity
• General Allowance to be used to purchase private medical insurance, life insurance, and other supplementary benefit plans
• Superannuation
• 28 days of Annual Leave
• Balance Days (additional paid holidays)
• Complete laptop workstation