Global Technical Support Advocate

Medallia; United States; On-site; USD 62,000 - 82,000; Full time

Job summary

Medallia is seeking Technical Support Advocates to provide advanced frontline technical support to Medallia admins, clients and partners, solving complex challenges across our SaaS platform. You will collaborate with cross-functional teams to relentlessly drive the enhancement of our customer experience management platform.

Over 6 to 18 months, you will build a world-class foundation in the Medallia Experience Cloud core product suite, resolving diverse challenges for our global clients.

Qualifications

• Must have 1+ year in technical, support or customer service environment.
• Able to complete PIV background approval process.
• On-call readiness: respond within 30 minutes, including weekends/holidays.

Responsibilities

• Deliver high-quality, empathetic technical support across global customers.
• Collaborate cross-functionally with internal teams (Professional Services, Product, Engineering).
• Document discoveries by updating internal and external knowledge bases.
• Own investigations and resolutions to complex cases.
• Assist with escalated cases from first-level support.
• Collaborate with global support regions to drive improvements and share insights.
• Support high-severity incidents as part of incident management with rotating on-call.

Skills

JavaScript

XML

HTML

CSS

SaaS knowledge

English communication

Team player

On-call readiness

Education

High school diploma or GED + advanced technical certification

Bachelor’s degree or equivalent work experience

Tools

Medallia platform

Salesforce Service Cloud

Job description

Medallia is seeking Technical Support Advocates to provide advanced frontline technical support to Medallia admins, clients and partners, solving complex challenges across our SaaS platform. You will collaborate with cross-functional teams to relentlessly drive the enhancement of our customer experience management platform.

Over 6 to 18 months, you will build a world-class foundation in the Medallia Experience Cloud core product suite, resolving diverse challenges for our global clients.