Product Support Analyst

Akeneo•Boston, MA

1d•Hybrid

About The Position

We are looking for a Product Support Analyst to join our growing team in Boston who will have a hands-on approach, become an expert on Akeneo’s products and help our clients and partners unlock growth through the power of our Product Experience Management (PXM) solutions. Our squad is filled with dedicated and passionate people who take pride in going the extra mile to deliver the best customer experience with team members based in Boston, Nantes & Sydney.

Requirements

At least +3 years of experience in the SaaS Support field.
Ability to look for all resources possible to make a difference and grow our customers' happiness.
Ability to quickly learn and clearly explain technical problems.
Experience using tools like Datadog for logs and Postman for API calls.
Ability to communicate effectively with internal/external stakeholders.
Proactive, autonomous, self-motivated, and resourceful.
Enjoy being challenged and involved in multiple tasks.
Experience working with Jira Service Desk or other ticketing systems, Datadog, and GitHub.

Nice To Haves

Experience working with cross-continental communication.

Responsibilities

Respond to functional and technical requests in an empathetic, accurate, and timely manner from the Jira Service Desk portal.
Coordinate the technical qualification of bugs and questions with our Support Software Engineers and the patch releases with our maintenance leaders.
Carry the resolution of support requests from start to finish, displaying strong internal collaboration to deliver the best customer experience to our clients and partners.
Contribute actively to the ongoing learning and success of the Customer Product Support team, helping to achieve team goals and successes.
Build on customer and partner feedback by improving our functional and technical documentation.
Engage in the on-call duties to effectively support our clients in enhancing their product experience.
Collaborate with the rest of the product squads to test new features and bug fixes, and help to surface meaningful customer feedback.

Benefits

25 days of annual leave
Flexible working hours
Hybrid setup (3-4 days working from home)
Option to Work from Anywhere for up to 30 days per year
$600 budget for home office enhancement
$80 monthly sustainable transportation allowance
16 weeks of paid maternity leave
4 weeks of paid leave for the second parent
Gradual return to work program
2 paid volunteering days annually
Employee Resource Groups
$1,000 annual budget for personal professional development
Career paths
Internal mobility opportunities
Women in Leadership Programme
Structured company onboarding program
100% employer contribution for employees and their dependents for medical, dental, and vision benefits up to the set caps
401k with a 4% company match
Short-term and long-term disability insurance
Individual and confidential mental health support sessions