EMEA Product Support Specialist — SaaS & AI Expert

MaintainX; Dublin; Hybrid; EUR 45,000 - 65,000; Full time

Benefits offered by this job

Hybrid work

Unlimited time off

L&D budget

Job summary

MaintainX is hiring a Product Support Representative to establish our EMEA support team. You will support customers across Europe, handling questions, product issues, and escalations, becoming a trusted partner for strategic accounts.

This hands-on role requires learning MaintainX, delivering accurate support, and working independently with established processes. You will receive coaching from NAMER team as the EMEA team grows.

Qualifications

• Experience supporting business customers using SaaS products.
• Structured troubleshooting approach: establish impact, gather evidence, test explanations.
• Clear written and spoken English for guiding users and admins.
• Evidence of owning complex cases and coordinating escalations.
• Ability to lead troubleshooting calls and manage expectations.
• Experience using a ticketing system and maintaining case records.

Responsibilities

• Own customer requests from first response through resolution and follow-up.
• Troubleshoot product behavior across web and mobile apps, reproduce issues, distinguish defects.
• Manage the EMEA queue, prioritize by impact and urgency, keep customers informed.

Skills

SaaS support experience

English proficiency

Customer communication

Ticketing system

AI fluency

Tools

Intercom

Zendesk

Linear

Notion

Intryc

Assemble

Job description

MaintainX is hiring a Product Support Representative to establish our EMEA support team. You will support customers across Europe, handling questions, product issues, and escalations, becoming a trusted partner for strategic accounts.

This hands-on role requires learning MaintainX, delivering accurate support, and working independently with established processes. You will receive coaching from NAMER team as the EMEA team grows.