Senior Advocate, Product Support

Medallia•UNAVAILABLE, UNAVAILABLE

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 management of experiences, insights, and actions for candidates, customers, employees, patients, and residents alike. We believe that every experience is a memory that can last a lifetime. Experiences shape the way people feel about a company. And they greatly influence how likely people are to advocate, contribute, and stay. At Medallia, we are committed to creating a world where organizations are loved by their customers and their employees. We empower exceptional people to create extraordinary experiences together. Bring your whole self. The Role and Team Experienced Product Support Advocates are responsible for providing advanced frontline technical support to Medallia admins, clients and partners. You effectively manage critical communication across Engineering, Product, and customer teams during incidents and high priority investigations. 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 Reporting product area that applies industry-leading AI to deliver the intelligence and outcomes clients need to transform their business. If you love solving puzzles and want a defined technical growth track, this role is for you.

Requirements

Bachelor’s degree or equivalent work experience
3+ year(s) of experience working in a technical support or technology-focused environment (Helpdesk, SaaS support, or technical bootcamps are all welcome)
A foundational understanding of how the web works - familiarity with HTML, CSS and XML/JSON payloads, and basic JavaScript and API concepts.
A proven track record of logical troubleshooting - you love asking "why" and digging into settings to find answers
Excellent verbal and written communication skills in English; ability to explain technical concepts clearly
Able to complete the governmental Personal Identity Verification (PIV) background approval process
Experience working in ambiguous, fast-paced environments where priorities can shift

Nice To Haves

An interest in using AI tools to enable our team to find answers faster and work more efficiently
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
Experience with the Medallia platform and Salesforce Service Cloud a plus
Experience working with secure file and data transfer protocols - such as SFTP and managed file transfer (MFT) solutions for diagnosing connection and file transfer issues.
Experience working with RESTful APIs, webhooks, and API testing tools. Ability to test endpoints, inspect JSON/XML payloads, and troubleshoot authentication protocols (e.g., OAuth, API keys, etc).

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
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