Product Support Analyst

About the role

We are looking for a Product Support Analyst to join our growing team in Boston. You will have a hands-on approach, become an expert on Akeneo’s products, and help our clients and partners unlock growth through 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, and Sydney.

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 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 surface meaningful customer feedback.

Requirements

• At least 3 years of experience in the SaaS Support field.
• You naturally look for all resources possible to make a difference and grow our customers' happiness.
• You love solving puzzles and can quickly learn and explain technical problems clearly.
• Experience using tools like Datadog for logs and Postman for API calls to investigate and identify the root cause of behaviors.
• Strong communication skills with internal/external stakeholders, and comfort with cross-continental collaboration.
• Proactive, autonomous, self-motivated, and resourceful, with a love for challenges and multitasking.
• Experience working with Jira Service Desk or other ticketing systems, Datadog, and GitHub.

You don't need to tick every box. We strongly encourage candidates from all backgrounds to apply. If you are excited about this opportunity but your experience is slightly different, we still want to hear from you!

Benefits

• Work-Life Balance: 25 days of annual leave with flexible working hours, and a hybrid setup allowing 3-4 days working from home. Option to work from anywhere for up to 30 days per year.
• Home Office & Commuting Allowance: $600 budget to enhance your home office and an $80 monthly sustainable transportation allowance for eco-friendly commuting.
• Inclusivity:
  • Generous Parental Leave: 16 weeks of paid maternity leave, 4 weeks of paid leave for the second parent, and a gradual return-to-work program.
  • Community & Support: 2 paid volunteering days annually and participation in Employee Resource Groups dedicated to diversity and inclusion.
• Growth and Development:
  • $1,000 annual budget for personal professional development, career paths, internal mobility opportunities, and a "Women in Leadership Programme."
  • Structured company onboarding program.
• Wellbeing:
  • Health & Insurance: 100% employer contribution for medical, dental, and vision benefits for employees and their dependents (up to set caps).
  • Financial Security: 401k with a 4% company match, short-term and long-term disability insurance.
  • Mental Health Support: Access to individual and confidential sessions with a mental health practitioner or coach of your choice.