Technical Support Specialist - Remote Eligible

Technical Support Specialist

Marigold is a leading cross-channel marketing platform, with solutions for email, SMS, loyalty, and personalization, helping brands transform their relationships with customers. As the trusted partner behind the world's most recognized brands, including Air New Zealand, Chipotle, Hiscox, KFC, Kraft Heinz, The Atlantic, and more-Marigold delivers relevant brand experiences that cut through the noise and drive real impact. Marigold was born through a merger of industry-leading marketing platforms Cheetah Digital, Sailthru, Selligent, Liveclicker, Emma, and Campaign Monitor, and powers billions of customer interactions annually.

The Role

This position will be working under Emma within Campaign Monitor and plays a vital role in facilitating positive user experiences. The Technical Support Specialist will develop deep expertise in our product, provide timely and personable support via email and phone, and troubleshoot a wide range of technical challenges. You will offer best-practice guidance for using our email marketing software, escalate cases when appropriate, and share valuable insights from customer interactions to help improve the in-app experience. In addition, you will support colleagues across teams by addressing internal product and process questions, contribute to maintaining internal support documentation, and stay current on evolving processes and new product features.

What You'll Do

• Serve as the first point of contact for customer inquiries, delivering timely and effective solutions.
• Troubleshoot and resolve a wide range of technical issues with accuracy and professionalism.
• Provide guidance and best practices to help customers maximize the value of our email marketing software.
• Collaborate with product and engineering teams by sharing customer insights to improve features and user experience.
• Maintain clear, up-to-date internal documentation and resources for both customers and colleagues.
• Continuously develop product knowledge and stay informed on new features, updates, and processes.

About You

You're the right candidate for this role if you are passionate about providing excellent customer service and committed to helping our customers succeed. You are technically savvy, highly skilled at researching, troubleshooting, and solving complex issues, and thrive on diving deeply into technical solutions. As a strong team player, you enjoy collaborating, welcome feedback, and approach learning new things with eagerness and confidence. Finally, you are a personable communicator who can convey both professionalism and helpfulness over the phone and through email.

Ideal Qualifications

• 1–2 years of experience in customer or technical support roles
• Proven success in customer-facing positions
• Eagerness to learn and openness to constructive feedback
• Team-oriented, collaborative, and solutions-focused mindset
• Strong problem-solving and troubleshooting abilities
• Commitment to continuous process improvement
• Experience working effectively within a remote team

Nice to Have

• Proficiency with Salesforce or other CRM platforms
• Familiarity with SaaS applications and cloud-based software
• Comfortable using collaboration tools such as Slack and Google Workspace
• Exposure to AI-powered chatbots and related technologies

Our Benefits

• Competitive benefits including medical/dental/vision insurance, life/accident/disabilities insurance, supplemental health benefits, FSA, EAP and pet insurance
• Generous time off (we call it Open Time Away) as well as paid holidays and a birthday benefit day off.
• 401k plan with a company match on your contributions.
• Employee-centric and supportive remote work environment with flexibility.
• Support for life events including paid parental leave.

This position is eligible for hire in the following US states: Alabama, Arizona, Arkansas, California, Connecticut, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, and Wisconsin.

In compliance with California's Pay Transparency for Pay Equity Act (SB 1162), we are disclosing the compensation range for roles that could be performed in California. For California residents only, the base salary range for this role is $42,000 - $45,000 annually. This range reflects the base salary that we reasonably expect to pay for the position in California. Actual compensation will be offered within this range, based on factors such as skills, experience, and qualifications, as permitted by California law. Similar positions located outside of California may be subject to different compensation structures.