Technical Support Engineer

We are looking for a Technical Support Engineer (TSE) to join our world-class Technical Support team. This role is ideal for someone who thrives at the intersection of technical problem-solving and customer impact. As a TSE, you’ll develop deep expertise in the Iterable platform and the systems behind it, and serve as a key escalation point for complex issues from our frontline technical support teams. You'll collaborate closely with Support, Engineering, and Product teams to surface bugs, resolve urgent issues, improve internal tools, and support complex data requests beyond self-service capabilities.

These activities directly impact the customer experience by supporting the teams that support our users. You'll also work alongside some of the most passionate, driven, and collaborative teammates in the business.

Responsibilities:

• Become a subject matter expert on the Iterable platform and use that knowledge to help build internal tools that support customer-facing teams.
• Serve as an internal escalation point for high-complexity support issues and provide direct technical support to customers when escalated issues require advanced investigation.
• Query standard and nonstandard databases to troubleshoot issues, provide data insights, and support complex workflows.
• Collaborate closely with Engineering to support internal API integrations and custom tooling development.
• Analyze support trends and identify opportunities to improve tooling and reduce manual work.
• Develop or enhance internal dashboards, automation scripts, and troubleshooting utilities.
• Document findings and contribute to the team's knowledge base.

Qualifications: 

• 1-3 years of experience in a technical support engineering role or a similar role.
• Proficiency in scripting or programming languages.
• Strong understanding of APIs, including debugging with browser developer tools, Postman, or similar tools.
• Familiarity with front-end web technologies (HTML, JavaScript, CSS), either through professional experience or a credible software development boot camp.
• Working knowledge of DNS, SPF, DKIM, DMARC, and email deliverability concepts.
• Passion for building internal tools, automation, and improving operational efficiency.
• Excellent analytical and communication skills.
• Comfortable working in a fast-paced, cross-functional environment.

Nice to Haves:

• Familiarity with SQL (e.g., PostgreSQL or MySQL).
• Working experience querying and troubleshooting data with Elasticsearch or similar NoSQL databases.
• Experience with email, push, and/or SMS platforms and providers.
• Experience with support case management platforms such as Jira or Zendesk.
• Experience with APM tools such as Datadog.