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:
 

This position will be working with our Campaign Monitor team 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

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 $42,000-$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.