Role Description The Senior Technical Support Specialist role offers an exciting opportunity for individuals with a passion for learning, problem-solving, and technology. If you're enthusiastic about startups and tech, this position allows you to support customers while playing a key role in shaping their business use cases using the Iterable platform. Reporting to the Manager of Premier Support on the East Coast, you'll collaborate with cross-functional teams to grow both your technical and digital marketing skills in the SaaS space. You’ll join a leading support team, working closely with your manager to develop your career and goals while delivering exceptional service to customers. In this role, you will: - Become an Iterable product expert for our Premier customers. - 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. - Answer customer inquiries through email, live chat, Zendesk, and phone. - 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. Qualifications - Strong ability to build and nurture customer relationships. - Experience with High-Priority Accounts and a strong track record of managing multiple complex customer issues while maintaining quality and timeliness in responses. - Skilled at working closely with teams like Engineering, Product, and Customer Success to troubleshoot, foresee, and prevent issues within customer organizations. - 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 its integration ecosystem. - Are eager to teach new and existing customers about the platform. - Are passionate about startups, software, and SaaS products. Requirements - Previous experience in a B2B technical support role at a SaaS company (Bonus Points). - Experience with email, push or SMS platforms (Bonus Points). - Experience with JIRA or Zendesk or similar tools (Bonus Points). - Experience with Datadog or similar tools (Bonus Points). - Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and Javascript or JS Frameworks (Bonus Points). 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

• Operating as a predominantly desk‑based technician, you will provide world‑class service and support to clients and colleagues. • Troubleshooting and diagnosing IT issues within SLAs, delivering remote support to clients, and assisting with the monitoring and maintenance of their computer systems and networks. • Ensure customer calls are promptly attended to, providing efficient and effective support. • Maintain a high standard of information recording within cases, ensuring all relevant details are accurately documented. • Proactively manage your queue and response levels to meet and exceed customer expectations and SLAs. • Troubleshoot and diagnose IT issues efficiently, resolving them in a timely manner to minimise client downtime. • Complete and update technical documentation. • Mentor and train colleagues.

• Provide first- and second-level support for healthcare IT systems, including troubleshooting and resolving technical issues. • Respond to user inquiries via phone, email, and ticketing systems in a timely and professional manner. • Collaborate with IT, Product, and Engineering teams to escalate and resolve complex issues. • Maintain detailed records of incidents, solutions, and workflows in the ticketing system. • Assist with system updates, installations, and user onboarding for new software and hardware. • Ensure compliance with regulatory standards and internal IT policies. • Support key customers and maintain positive relationships, providing updates and guidance as needed.

• Provide technical support via phone, email, chat, and ticketing platform. • Diagnose and resolve customers' technical issues efficiently and professionally. • Log and document all technical issues and resolutions in our ticket management system. • Collaborate with internal teams to resolve complex issues and continuously improve our products and services. • Contribute to the creation and maintenance of our knowledge base to facilitate customer self-service.