EMEA SaaS Product Support Specialist

MaintainX (An Autodesk Company); Barcelona; On-site; EUR 32,000 - 45,000; Full time

Job summary

MaintainX, now part of Autodesk, is hiring a Product Support Representative to support customers across Europe during their workday. The role focuses on handling inquiries, issues, and escalations, becoming a trusted partner for strategic accounts, and learning MaintainX workflows for effective support.

You will work independently within established processes, with coaching from NAMER; strong troubleshooting, English communication, and ability to balance priorities are essential.

Qualifications

• Experience independently supporting business customers using SaaS products.
• Structured approach to troubleshooting: establish impact, gather evidence, test explanations, verify results.
• Clear written and spoken English; guide users and admins through problems.

Responsibilities

• Own customer requests from first response through resolution and follow-up.
• Troubleshoot product behavior and workflows across web and mobile apps; reproduce issues and determine next steps.
• Manage the EMEA queue by priority, urgency, and commitments with accurate case records.

Skills

SaaS support experience

Structured troubleshooting

Clear English communication

Escalation management

Ownership of complex cases

Cross-timezone collaboration

AI fluency / low-code tooling

Tools

Intercom

Zendesk

Linear

Job description

MaintainX, now part of Autodesk, is hiring a Product Support Representative to support customers across Europe during their workday. The role focuses on handling inquiries, issues, and escalations, becoming a trusted partner for strategic accounts, and learning MaintainX workflows for effective support.

You will work independently within established processes, with coaching from NAMER; strong troubleshooting, English communication, and ability to balance priorities are essential.