Technical Support Engineer - Deliverability
Core
Escalate complex technical issues for Iterable's AI customer engagement platform, serving as a key escalation point for high-complexity support cases and providing direct advanced technical support to customers.
Role type
Senior IC Technical Support Engineer (Deliverability)
Builds
Internal tools, automation scripts, and troubleshooting utilities to support customer-facing teams and reduce manual work.
Domain
SaaS / Marketing Automation / Email Deliverability
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Scripting or programming languages, API debugging, DNS/SPF/DKIM/DMARC concepts, SQL, NoSQL databases (Elasticsearch), APM tools (Datadog), Support case management platforms (Jira/Zendesk)
Preferred skills
Front-end web technologies (HTML, JavaScript, CSS), Email/Push/SMS platform experience
Technologies
Iterable, Nova Intelligence, Postman, Elasticsearch, Datadog, Jira, Zendesk, PostgreSQL, MySQL
Responsibilities
Serve as an internal escalation point for high-complexity support issues; Query standard and nonstandard databases to troubleshoot issues and provide data insights; Collaborate with Engineering to support internal API integrations and custom tooling development; Analyze support trends to identify opportunities to improve tooling; Develop or enhance internal dashboards, automation scripts, and troubleshooting utilities; Document findings and contribute to the team's knowledge base.
Seniority
Mid-level, hands-on IC