Senior Technical Support Specialist

Confirmed live in the last 24 hours

Iterable

Hybrid - Sydney; REMOTE - Australia/New Zealand

Hybrid

Posted February 20, 2026

Job Description

Iterable is the leading AI-powered customer engagement platform that helps leading brands like Redfin, SeatGeek, Priceline, Calm, and Box create dynamic, individualized experiences at scale. Our platform empowers organizations to activate customer data, design seamless cross-channel interactions, and optimize engagement—all with enterprise-grade security and compliance. Today, nearly 1,200 brands across 50+ countries rely on Iterable to drive growth, deepen customer relationships, and deliver joyful customer experiences.

Our success is powered by extraordinary people who bring our core values—Trust, Growth Mindset, Balance, and Humility—to life. We foster a culture of innovation, collaboration, and inclusion, where ideas are valued and individuals are empowered to do their best work. That’s why we’ve been recognized as one of Inc’s Best Workplaces and Fastest Growing Companies, and were recognized on Forbes’ list of America’s Best Startup Employers in 2022. Notably, Iterable has also been listed on Wealthfront’s Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work.

With a global presence—including offices in San Francisco, New York, Denver, London, and Lisbon, plus remote employees worldwide—we are committed to building a diverse and inclusive workplace. We welcome candidates from all backgrounds and encourage you to apply. Learn more about our story and mission on our Culture and About Us pages. Let’s shape the future of customer engagement together!

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 Technical Support in the US West Coast Region, 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.

At Iterable, we value a growth mindset, and we encourage all applicants to apply, as we appreciate the diverse skills you bring beyond what's listed in the job description.

In this role, you will:

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.

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 me

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