Global SaaS Technical Support Advocate

Medallia; Chihuahua; On-site; MXN 201,000 - 379,000; Full time

Job summary

Medallia is seeking a Technical Support Advocate to provide advanced frontline support to admins, clients, and partners using the Medallia Experience Cloud. You will solve complex issues, perform root-cause analysis, and work with cross-functional teams including Professional Services, Product and Engineering.

The role requires a high school degree with technical certs (or Bachelor's) and 1+ year in tech support, plus ability to obtain PIV.

Qualifications

• High school diploma with advanced technical certification.
• 1+ year of experience in technical, support, or customer service roles.
• Able to obtain governmental PIV background approval.

Responsibilities

• Deliver frontline technical support to Medallia admins, clients and partners.
• Collaborate with Professional Services, Product and Engineering to improve support.
• Provide timely expert advice and resolve escalated cases.
• Own investigation and resolution of complex cases with next-tier collaboration.
• Contribute to process improvements and create knowledge base articles.
• Collaborate with global support regions to share insights.
• Provide feedback and participate in on-call rotation for high severity incidents.
• Support incident management and response activities.

Skills

Excellent communication skills

English proficiency

Team player with collaboration

Ability to work under pressure

Education

High school diploma or GED with advanced technical certification

Bachelor's degree or equivalent work experience

Tools

Medallia platform

Salesforce Service Cloud

SaaS technologies

Job description

Medallia is seeking a Technical Support Advocate to provide advanced frontline support to admins, clients, and partners using the Medallia Experience Cloud. You will solve complex issues, perform root-cause analysis, and work with cross-functional teams including Professional Services, Product and Engineering.

The role requires a high school degree with technical certs (or Bachelor's) and 1+ year in tech support, plus ability to obtain PIV.