Product Support, Advocate

We need to output only HTML fragment, using

for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include sections only if posting has real specific content. We need to extract content. The posting includes Overview (company description) and The Role description. We need to decide sections. We have "Overview" which is about company; could be "About the role"? Actually "About the role" heading is for description of role. The overview includes company mission etc. Might be considered "About the role"? But we have separate "The Role" description. We could put company overview under a heading like "About Medallia"? Not allowed headings list only given. We could put company overview under "About the role"? Might be okay but it's not exactly role. However we need to preserve all substantive info. Could put company overview in a

before any heading? The instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings? It says use

for section headings (e.g. ...). Likely we should only use those headings. We can have a

for prose anywhere. Thus we can start with a

containing the company overview (Medallia is the pioneer...). Then an

About the role

with the role description (Technical Support Advocates...). Then

Responsibilities

with list. Then

Qualifications

with Minimum and Preferred maybe combined? Could split into Minimum Qualifications and Preferred Qualifications as subheadings? Not allowed but we could put both under Qualifications with

and

. Or we could have Requirements heading? The list includes Requirements as possible heading. Could use Requirements for minimum qualifications, and Qualifications for preferred? But we need to follow instruction: use those headings when appropriate. We have both Minimum and Preferred qualifications. Could put them under Qualifications heading with two subsections using

maybe. We also have Pay: salary range $62,000-$82,000. So we need a Pay section. Benefits: mention health and wellness benefits list. So Benefits section. Schedule: mention rotating on-call schedule, being part of rotating on-call schedule, able to respond within 30 minutes, weekends & holidays. That's schedule info. So Schedule section. Skills: maybe we can extract skills like JavaScript, XML, HTML, CSS, SaaS technologies, Salesforce Service Cloud, communication, teamwork. Could put under Skills. Requirements: maybe we can put minimum qualifications under Requirements. But we already have Qualifications. Could use Requirements for minimum qualifications and Qualifications for preferred? Let's decide. We need to avoid filler like "commensurate with experience". Not present. We must not repeat job title as heading. Not include Job ID. We must remove boilerplate: EEO, equal opportunity, accommodation contact, privacy policy, etc. Also remove duplicated lines. We need to preserve all substantive information. Let's extract substantive content: Company overview (first paragraph up to "We believe: Every Experience Matters. Talent is Everywhere. All Belong Here. At Medallia, we hire the whole person.") That's substantive. The Role description: from "Technical Support Advocates are responsible..." to "...If you love solving puzzles and want a defined technical growth track, this role is for you." Responsibilities bullet list: each line starting with Deliver..., Collaborate..., Document..., Own..., Assist..., Collaborate..., Provide..., Support... Qualifications: Minimum 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 Pay: "Medallia is committed to equal pay and transparency. The annual base salary range for this position is $62,000-$82,000. Please note that the salary range information provided is a general guideline..." We'll keep the range and maybe note it's guideline. Keep substantive: salary range. Benefits: "Medallia also offers 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. Benefits and eligibility may vary by location and role." Schedule: from Preferred Qualifications includes on-call schedule; also responsibilities mention "Support high severity incidents as part of our incident management and response team, including being part of a rotating on-call schedule". So schedule info: rotating on-call schedule, respond within 30 minutes, weekends & holidays. Skills: could list technical skills: SaaS technologies, JavaScript, XML, HTML, CSS, Medallia platform, Salesforce Service Cloud, communication, teamwork, problem solving. We need to avoid creating sections with filler. Ensure each heading has real content. Let's structure:

Company overview...

About 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.

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

Requirements

Minimum 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

Qualifications

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

Skills

• SaaS technologies and platforms
• JavaScript, XML, HTML, CSS
• Medallia platform
• Salesforce Service Cloud (plus)
• Technical problem‑solving and root‑cause analysis
• Cross‑functional collaboration
• Knowledge‑base article creation
• Excellent verbal and written communication in English
• Teamwork and leadership in ambiguous situations

Benefits

• Medical, dental, vision insurance
• 401(k)
• Short‑term and long‑term disability
• Life and AD&D insurance
• Statutory leaves
• Paid parental leave
• Paid holidays

Pay

The annual base salary range for this position is $62,000‑$82,000.

Schedule

Rotating on‑call schedule with expectation to respond to on‑call notifications within 30 minutes, including weekends and holidays, to support high‑severity incident management.

We need to ensure we didn't include any boilerplate like EEO, accommodation, privacy, etc. We removed those. Check for any duplicated lines: we didn't repeat. Check for any filler like "commensurate with experience": none. Check for any heading with empty content: all have content. Check for any mention of "Medallia is committed to equal pay and transparency." We kept only the salary range line; we omitted the sentence about equal pay and transparency as it's boilerplate? Might be considered substantive? It's a statement about pay philosophy; could be kept but not required. The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. The equal pay line might be considered boilerplate but it's about pay transparency. Might be okay to keep but we already have Pay section with range; we could include that sentence as part of Pay

. However it's not required. I'd keep it to preserve substantive info about pay philosophy. But it's not duplicated. It's not boilerplate per se; it's a statement about policy. I'd include it. Thus Pay

could be: "Medallia is committed to equal pay and transparency. The annual base salary range for this position is $62,000‑$82,000. Please note that the salary range information provided is a general guideline..." We could keep the guideline sentence too; it's substantive. Keep all. Thus Pay

includes those sentences. Now ensure we didn't include any mention of "Medallia considers factors such as (but not limited to) scope and responsibilities..." That's also part of pay description; could be kept but it's somewhat boilerplate? It's about compensation decisions; maybe keep as part of Pay. But to be safe, we can include it