Medallia · 5 hours ago

Technical Support, Senior Advocate

United States

Full-time

Remote

Mid, Senior Level

$74K/yr - $110K/yr

3+ years exp

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Responsibilities

Deliver first-class support across our customer base and exceed our customers' expectations.

Resolve escalations from Admins and Advocate team.

File Engineering Escalation (EEQ) tickets when needed, ensuring that every ticket clearly explains the business impact for the customer and has the right priority set.

Partner with the On-call engineers on EEQ investigations, collaborating to find the root cause of the issue being reported and defining a workaround (if possible).

Facilitate effective knowledge sharing and self-service problem solving by creating, updating, and archiving (as appropriate) Knowledge Articles.

Proactively seeks and works with a mentor to build the technical knowledge on a product area required to become an SME.

Collaborate cross-functionally with internal teams (e.g. Professional Services, Product, Engineering), providing key product insights and identifying improvement opportunities.

Participates in the Release Readiness activities with minor guidance from senior team members.

Provide feedback to your peers, helping them to grow and develop while also contributing your creative ideas to the leadership team.

Support incidents as part of our Incident Response Team, including being part of an on-call rotation.

Lead process improvement initiatives in the Support organization with some guidance and supervision.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical SupportSaaS TechnologiesExcelJavaScriptXMLHTMLCSSMedallia PlatformSalesforce Service CloudMentoring

Required

3+ years of experience working in a technical, support, or customer service-focused environment.

3+ years of experience with evaluating and troubleshooting technical issues and explaining resolutions in a simple way.

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.

Preferred

Good understanding of Excel, JavaScript, XML, HTML and CSS.

Experience working with SaaS technologies and platforms.

Experience facilitating communications regarding complex customer escalations from identification to resolution for clients in a variety of industries.

Capable of providing clear, actionable feedback and helping coach new team members on support processes.

Demonstrated ability to solve problems, evaluate and troubleshoot technical issues, and explain resolutions in simple ways.

Team player who can lead and make decisions in difficult and adapting situations.

Excellent verbal and written communication skills in English.

Experience with the Medallia platform and Salesforce Service Cloud.