Hybrid Product Support Analyst - PXM Expert

Akeneo; Boston (MA); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

25 days annual leave

Hybrid work model

Work from Anywhere up to 30 days/year

Job summary

Akeneo in Boston is seeking a Product Support Analyst to join our growing team. You will become an expert on Akeneo products and help clients unlock growth through Product Experience Management solutions.

Responsibilities include handling requests via Jira, coordinating bug qualification, resolving tickets end-to-end, collaborating across teams, and contributing to knowledge base improvements. Hybrid work with diverse growth and inclusion programs available.

Qualifications

• 3+ years of experience in SaaS support.
• Strong ability to diagnose and explain technical problems clearly.
• Experience with Datadog, Postman, Jira Service Desk and GitHub.

Responsibilities

• Respond to functional and technical requests via the Jira Service Desk portal.
• Coordinate qualification of bugs and questions with Support Software Engineers and patch releases with maintenance leaders.
• Carry the resolution of support requests from start to finish with strong cross-team collaboration.
• Contribute to team learning and success of the Customer Product Support group.
• Improve documentation based on customer and partner feedback.
• Engage in on-call duties to support clients.
• Collaborate with product squads to test features and surface customer feedback.

Skills

Customer-focused

Problem solving

Clear communication

Cross-functional collaboration

Education

Bachelor's degree in a related field

Tools

Datadog

Postman

Jira Service Desk

GitHub

Job description

Akeneo in Boston is seeking a Product Support Analyst to join our growing team. You will become an expert on Akeneo products and help clients unlock growth through Product Experience Management solutions.

Responsibilities include handling requests via Jira, coordinating bug qualification, resolving tickets end-to-end, collaborating across teams, and contributing to knowledge base improvements. Hybrid work with diverse growth and inclusion programs available.