EMEA SaaS Product Support Specialist

MaintainX (An Autodesk Company); Dublin; On-site; EUR 42,000 - 65,000; Full time

Job summary

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

This hands-on role focuses on learning MaintainX, delivering accurate support, and building judgement to manage competing customer needs across web and mobile platforms.

Qualifications

• Experience independently supporting business customers using SaaS products.
• Structured troubleshooting approach to investigate issues.
• Clear written and spoken English; able to guide users and admins.
• Evidence of owning complex cases, managing expectations and escalations.
• Confidence leading troubleshooting calls and explaining ongoing investigations.
• Sound judgement balancing urgent queues and account commitments.
• Active decision-making on escalations and handoffs based on impact.
• Experience with a ticketing system and maintaining reusable case records.
• Curiosity and ability to learn a changing product quickly.
• Demonstrated AI fluency using low-code/no-code tools.

Responsibilities

• Own customer requests from first meaningful response through resolution and follow-up.
• Troubleshoot product behavior across web and mobile apps; reproduce issues and guide next steps.
• Manage the EMEA queue by priority, urgency, and service commitments.
• Provide continuity for strategic accounts and coordinate follow-up with Customer Success.
• Escalate with evidence and maintain ownership of customer communication.
• Coordinate daily handoffs to NAMER as their day begins across time zones.
• Balance casework with account commitments and learnings across teams.
• Translate recurring questions into knowledge articles and improved guidance.

Skills

SaaS support

Troubleshooting

English proficiency

Case ownership

AI fluency

Customer empathy

Time management

Escalations

Ticketing systems

Learning agility

Tools

Intercom

Zendesk

Linear

Job description

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

This hands-on role focuses on learning MaintainX, delivering accurate support, and building judgement to manage competing customer needs across web and mobile platforms.