Technical Support Engineer Atlanta, Georgia; Austin, Texas; Boston, Massachusetts; Chicago

Iterable is the leading AI‑powered customer engagement platform that helps leading brands like Redfin, Seat Geek, Priceline, Calm, and Box create dynamic, individualized experiences  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.

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.

Technical Support Engineer (TSE) – 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.

• 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 non‑standard 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.

• 1‑3 years of experience in a technical support engineering role or a similar role.
• Proficiency in scripting or programming languages.
• 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., Postgre
  
  SQL or MySQL).
• Working experience querying and troubleshooting data with Elasticsearch or similar No
  
  SQL 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.
• Paid parental leave
• Balance Days (additional paid holidays)
• Fertility & Adoption Assistance
• Flexible PTO
• Monthly Employee Wellness allowance
• Monthly Professional Development allowance

The US base salary range for this position at the start of employment is $72,000 - $112,000. Individual pay within this range is determined by specific US work location and factors such as job‑related skills, experience, education, and internal equity considerations.

Please note that the range listed above reflects only base salary. The total compensation package includes variable pay (where applicable), equity, and a range of benefits, including medical, dental, vision, and financial. In addition, we offer perks such as generous stipends for health & fitness and learning & development, among others.

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…