EMEA SaaS Product Support Specialist

MaintainX; Irlanda; A distancia; EUR 45.000 - 65.000; Jornada completa

Descripción de la vacante

MaintainX is seeking a Product Support Representative to help establish our EMEA support team. You will support customers across Europe, handling the full range of questions, product issues and escalations.

This role is hands-on, independent, and will grow with the team as we expand. You will learn MaintainX, deliver accurate support, and build judgement to manage competing customer needs while following established processes and collaborating with the NAMER team for seamless handoffs across

Formación

• 5+ years supporting business customers with SaaS products.
• Structured troubleshooting approach with evidence-based resolution.
• Clear written and spoken English for diverse users.
• Ability to own complex cases and coordinate escalations.
• Experience leading troubleshooting calls and setting expectations.
• Judgment to balance urgent queues and deadlines.
• Experience using ticketing systems and maintaining case records.
• Curiosity and fast product learning.
• Demonstrated AI fluency: building low-code/no-code tools.

Responsabilidades

• Own requests from first response through resolution.
• Troubleshoot product behavior across web and mobile apps.
• Manage EMEA queue prioritizing by impact and SLAs.
• Provide continuity for strategic accounts, coordinate follow-ups.
• Escalate with evidence and maintain ownership of communications.
• Coordinate handoffs with NAMER team across time zones.
• Balance case load with account commitments and learning.
• Create knowledge articles from recurring issues.

Conocimientos

SaaS support

Customer support

Troubleshooting

English communication

Ticketing system

AI fluency

Herramientas

Intercom

Zendesk

Linear

Descripción del empleo

MaintainX is seeking a Product Support Representative to help establish our EMEA support team. You will support customers across Europe, handling the full range of questions, product issues and escalations.

This role is hands-on, independent, and will grow with the team as we expand. You will learn MaintainX, deliver accurate support, and build judgement to manage competing customer needs while following established processes and collaborating with the NAMER team for seamless handoffs across