[Hiring] Product Support Advocate @Medallia

Role Description

Technical Support Advocates are responsible for providing advanced frontline technical support to Medallia admins, clients and partners, solving complex technical challenges, and contributing to continuous improvement initiatives across our global support team. Working with the Medallia SaaS platform, you will be providing world-class product support to clients and partners in a fast-paced environment. By problem-solving technical issues and completing root cause analysis, you will play a key role in implementing improvement initiatives for our broader organization. This is a unique opportunity to collaborate with cross-functional teams (including Professional Services, and Product & Engineering) to relentlessly drive the enhancement of our world-class, customer experience management platform.

We are looking for tech-curious problem solvers who want to expand their skills. Over your first 6 to 18 months, you will build a world-class foundation in the Medallia Experience Cloud core product suite, resolving diverse challenges for our global clients. Then, guided by direct mentorship from our senior Experts, you will have a clear pathway to specialize in our Platform and Integrations product area (delving into APIs, webhooks, and developer tools). If you love solving puzzles and want a defined technical growth track, this role is for you.

Responsibilities

• Deliver high-quality, empathetic technical support across our global customer base
• Collaborate cross-functionally with internal teams (e.g. Professional Services, Product, Engineering), providing key product insights and development opportunities
• Document your discoveries by creating and refining internal and external knowledge base articles
• Own investigations and resolution to complex cases
• Assist with escalated cases from first-level support
• Collaborate closely with the other global support regions - North and South America, Europe, Australia, and Asia - learning from peers, contributing to continuous improvement projects, and sharing creative ideas with leadership
• Provide feedback to your peers, helping them to grow and develop while also contributing your creative ideas to the leadership team
• Support high severity incidents as part of our incident management and response team, including being part of a rotating on-call schedule

Qualifications

• High school degree or GED + advanced technical certification
• 1+ year(s) of experience working in a technical, support, or customer service focused environment
• Able to complete governmental Personal Identity Verification (PIV) background approval process

Preferred Qualifications

• Able to respond to on-call notifications within 30 minutes to support high severity incident management, including on weekends & holidays, as part of a rotating on-call schedule
• Bachelor’s degree or equivalent work experience
• Knowledge around SaaS technologies and platforms
• Good understanding of JavaScript, XML, HTML and CSS
• Experience with the Medallia platform and Salesforce Service Cloud a plus
• Excellent verbal and written communication skills in English
• Team player who can lead and make decisions in difficult and ambiguous situations

Benefits

• Competitive health and wellness benefits, including but not limited to medical, dental, vision
• 401(k), short term and long term disability
• Life and AD&D insurance
• Statutory leaves, paid parental leave, and paid holidays