Product Support, Advocate

Medallia•UNAVAILABLE, Texas

About The Position

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the understanding and management of experience for candidates, customers, employees, patients, citizens and residents. We are more than a software company. We want to be known as a company that does the right thing, no matter the challenge or controversy. We are committed to creating a culture that values every person and every experience. Individual life experiences shape the way we interact with the world, which is why we encourage people to bring their whole selves to work each day. The strength of our global workforce is the most significant contributor to our success. We believe: Every Experience Matters. Talent is Everywhere. All Belong Here. At Medallia, we hire the whole person. The Role 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 18months, 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.

Requirements

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

Nice To Haves

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

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