Technical Support Specialist

The Company:

Marigold is a fast-growing marketing technology company helping growing businesses build stronger customer relationships through its three core platforms: Emma, Campaign Monitor, and Vuture. We deliver powerful tools for email, SMS, and marketing automation that elevate engagement and drive real results. Marigold is headquartered in Nashville, Tennessee with offices in Sydney and London.
 

The Role:
We are seeking a passionate and solutions-oriented Technical Support Specialist who thrives on delivering exceptional user experiences. This role is ideal for someone who enjoys diving into technical challenges, empowering customers, and collaborating across teams to improve products and processes. You will play a critical role in helping customers succeed with our marketing technology platforms while serving as a voice of the customer internally.

What You’ll Do: 

• Develop deep expertise in our product suite to confidently support customer needs

• Respond to customer inquiries via email and phone in a timely, accurate, and personable manner

• Research, troubleshoot, and resolve technical issues, including complex or advanced cases

• Provide best practice guidance to customers using our email marketing and automation tools

• Escalate cases appropriately and collaborate cross-functionally to drive resolution

• Share customer insights with Product and internal teams to enhance the in-app user experience

• Maintain and contribute to internal documentation and knowledge resources

• Stay current on new product features, updates, and evolving support processes

About You:
You are passionate about delivering excellent customer service and doing what it takes to help customers succeed. You are technically savvy and enjoy researching and solving complex problems. You are a strong communicator who can convey clarity, personality, and empathy both over the phone and in writing. You thrive in collaborative environments, welcome feedback, and are eager to continuously learn and improve.

Ideal Qualifications: 

• 1–2 years of experience in customer support or technical support roles

• Experience in customer-facing environments

• Strong problem-solving and troubleshooting skills

• Demonstrated ability to manage multiple priorities in a fast-paced environment

• Team-oriented mindset with a focus on collaboration and continuous improvement

• Experience working in a remote or distributed team environment

Nice to Have: 

• Experience with Salesforce or similar CRM tools

• Experience working with SaaS platforms

• Familiarity with Slack and Google Workspace

• Exposure to AI chatbots or AI-driven support tools

Location Eligibility

This position is eligible for hire in the following US states: Arizona, California, Florida, Georgia, Michigan, New York, North Carolina, Tennessee, Texas, and Virginia.

Compensation & Benefits

Compensation:
 

The base salary range for this role is $43,000 -$45,000 annually.

The compensation range represents the pay the Company reasonably expects to offer for this position. Actual compensation will be determined based on factors such as skills, experience, qualifications, internal equity, geographic location, and applicable law. 

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.

• Paid Volunteer Time

• 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.