Senior Technical Support Specialist

IterableHybrid - Sydney; REMOTE - Australia/New Zealand - Hybrid+ Equity15h ago

In Office Senior APAC Software Technical Support Specialist JavaScript Customer Success B2B Records Management Iterable

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Requirements

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 or similar tools
Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and Javascript or JS Frameworks

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.
Lead projects to address technical or process gaps for yourself or the team.
We are looking for people who:
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
28 days of Annual Leave
Balance Days (additional paid holidays)
Complete laptop workstation
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: https://iterable.com/careers/
Official LinkedIn Jobs page: https://www.linkedin.com/company/iterable/jobs/
Iterable 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 [email protected] upon receiving a suspicious job offer.
[email protected]
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 occur. In 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.