Global Technical Support Advocate — On-Call

Medallia; Tecámac; Presencial; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

Medallia is seeking a Technical Support Advocate to provide advanced frontline support to Medallia admins, clients and partners, solving complex technical challenges and contributing to continuous improvement across our global support team.

Working with the Medallia SaaS platform, you will collaborate with cross-functional teams to drive enhancements, resolve escalated cases, and participate in incident management including on-call rotations. English communication is essential.

Formación

• Bachelor’s degree or equivalent work experience in a relevant field.
• High school degree or GED with advanced technical certification.
• Ability to pass PIV background approval process.

Responsabilidades

• Deliver first-class support across our global customer base and exceed customer expectations.
• Collaborate cross-functionally with internal teams (e.g., Professional Services, Product, Engineering) to provide product insights.
• Provide timely expert advice and resolutions to support cases and escalate as needed.
• Own investigation and resolution of complex cases in collaboration with higher support tiers.
• Contribute to process improvements and create knowledge base articles.
• Support high severity incidents as part of incident management, including rotating on-call duties.

Conocimientos

English communication

Team collaboration

On-call readiness

Educación

Bachelor’s degree or equivalent

High school degree + technical certification

Herramientas

JavaScript

XML

HTML

CSS

Salesforce Service Cloud

Descripción del empleo

Medallia is seeking a Technical Support Advocate to provide advanced frontline support to Medallia admins, clients and partners, solving complex technical challenges and contributing to continuous improvement across our global support team.

Working with the Medallia SaaS platform, you will collaborate with cross-functional teams to drive enhancements, resolve escalated cases, and participate in incident management including on-call rotations. English communication is essential.