Customer Support Specialist - EDI & Integration Platform

eddyson US inc.; Atlanta (GA); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Health insurance

Vision & dental coverage

Life insurance

401(k) plan

Paid time off

Job summary

eddyson US inc. is seeking a hands-on Customer Support & Technical Troubleshooting professional to support our cloud platform for US-based B2B customers. You will own onboarding, configure integrations, and troubleshoot incidents while coordinating with our German teams.

We value autonomy, ownership, and collaboration across US and Europe, with opportunities to influence process improvements and scale our operations in a growing startup-like environment.

Qualifications

• Experience with B2B integrations, EDI, or related technologies.
• Technical aptitude with cloud platforms and integration protocols (APIs, SFTP, AS2/AS4).
• Strong problem-solving skills and ability to troubleshoot technical issues independently.
• Excellent communication skills with both technical and non-technical audiences.
• Comfortable working in a startup-like environment within an established company.
• Self-motivated with high ownership and accountability.

Responsibilities

• Provide 1st and 2nd level technical support for B2B customers using our cloud platform.
• Diagnose, troubleshoot, and resolve technical incidents in a cloud environment.
• Participate in follow-the-sun support coverage, coordinating handoffs with our German support and development teams.
• Lead technical onboarding for new customers on our cloud platform.
• Configure and support standard integration methods including Cloud EDI, APIs, SFTP, AS2, and AS4.
• Guide customers through setup and best practices for successful implementation.
• Partner closely with implementation and development teams across time zones.
• Help build and refine scalable support and onboarding processes as we grow.
• Contribute ideas for improving customer experience and operational efficiency.

Skills

B2B integrations

EDI standards

APIs

Cloud platforms

SFTP/AS2/AS4

Troubleshooting

Communication

Startup vibe

Tools

Ticketing systems

CRM

SaaS platforms

Job description

Your mission

Customer Support & Technical Troubleshooting

• Provide 1st and 2nd level technical support for B2B customers using our cloud platform
• Diagnose, troubleshoot, and resolve technical incidents in a cloud environment
• Participate in follow-the-sun support coverage, coordinating handoffs with our German support and development teams

Customer Onboarding & Enablement

• Lead technical onboarding for new customers on our cloud platform
• Configure and support standard integration methods including Cloud EDI, APIs, SFTP, AS2, and AS4
• Guide customers through setup and best practices for successful implementation

Process Development & Collaboration

• Partner closely with implementation and development teams across time zones
• Help build and refine scalable support and onboarding processes as we grow
• Contribute ideas for improving customer experience and operational efficiency

Your place in our team

Join our growing US support team as a foundational member with significant autonomy and impact. You'll be instrumental in shaping how we support customers, scale our operations, and establish eddyson as a trusted partner in the US market. This role offers the unique opportunity to work at the intersection of technical problem-solving and customer success while collaborating with our experienced team in Germany.

Your key to success

Required:

• Experience with B2B integrations, EDI, or related technologies
• Technical aptitude with cloud platforms and integration protocols (APIs, SFTP, AS2/AS4)
• Strong problem-solving skills and ability to troubleshoot technical issues independently
• Excellent communication skills with both technical and non-technical audiences
• Comfortable working in a startup-like environment within an established company
• Self-motivated with high ownership and accountability

Preferred:

• Previous customer-facing support or implementation experience
• Familiarity with EDI standards (X12, EDIFACT, etc.)
• Experience with ticketing systems and support workflows
• Background in SaaS or cloud-based solutions

Why us?

Benefits & Compensation

Health & Wellness:

• 100% company-paid health, vision, and dental insurance (employee coverage)
• Dependent coverage available for health, vision, and dental plans (at employee cost)
• Company-paid life insurance
• Long-term disability insurance

Financial & Retirement:

• 401(k) retirement plan

Time Off:

• Paid time off (PTO)
• Paid holidays

Why Join eddyson US

• Growth Stage: Be an early team member with real impact on how we build and scale
• Autonomy: High degree of ownership and decision-making authority
• Global Collaboration: Work with experienced colleagues across the US and Europe
• Modern Technology: Cloud-native platform built for the future of B2B integration
• Market Opportunity: Join us during a pivotal growth phase in the US market

Location & Work Environment

This position is based in Atlanta, GA. We value collaboration and expect regular in-office presence while maintaining flexibility for focused work.