EMEA SaaS Product Support Specialist

MaintainX; Dublin; Remote; EUR 37,000 - 54,000; Full time

Job summary

MaintainX is expanding its EMEA support team and seeks a Product Support Representative to assist European customers during their working day. You will handle the full range of questions, issues, and escalations, becoming a trusted support partner for strategic accounts and learning client workflows to keep operations moving.

In this role you will work independently within established processes, with coaching from NAMER, helping maintain case records and contributing to knowledge base

Qualifications

• Experience independently supporting business customers using SaaS products.
• Structured troubleshooting approach with evidence gathering and validation.
• Clear written and spoken English to guide users and admins.
• Ability to own complex cases, manage expectations, and coordinate escalations.

Responsibilities

• Own customer requests from initial response through resolution and follow-up.
• Troubleshoot product behavior and customer workflows across web and mobile apps.
• Manage the EMEA queue by priority, urgency, and service commitments.
• Provide continuity for strategic accounts by learning their configurations and workflows.

Skills

SaaS support

Customer support

English fluency

Troubleshooting

Ticketing systems

AI fluency

Tools

Intercom

Zendesk

Linear

Notion

Assemble

Job description

MaintainX is expanding its EMEA support team and seeks a Product Support Representative to assist European customers during their working day. You will handle the full range of questions, issues, and escalations, becoming a trusted support partner for strategic accounts and learning client workflows to keep operations moving.

In this role you will work independently within established processes, with coaching from NAMER, helping maintain case records and contributing to knowledge base