Product Support Analyst

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

Job Description

Akeneo is the leading AI-powered Product Data Platform that helps brands, manufacturers, distributors, and retailers unify product data and pricing to power better product experiences, smarter decisions, and business growth in an AI-driven commerce world.

We're all about experience - from the best-in-class product we build to the inspiring environment we create for our employees. You'll grow in a dynamic environment where your ideas and expertise will make an impact from day one. Our flexible work model empowers you to thrive, balancing professional success with personal fulfilment. At Akeneo, you’ll be part of a supportive and collaborative team that values open communication, shared successes, and meaningful relationships.

Learn more about our culture and values via our Career page.

Job Description

We are looking for a Product Support Analyst to join our growing team in Boston who will have a hands-on approach, become an expert on Akeneo’s products and help our clients and partners unlock growth through the power of our Product Experience Management (PXM) solutions.

• Respond to functional and technical requests in an empathetic, accurate, and timely manner from the Jira Service Desk portal.
• Coordinate the technical qualification of bugs and questions with our Support Software Engineers and the patch releases with our maintenance leaders.
• Carry the resolution of support requests from start to finish, displaying strong internal collaboration to deliver the best customer experience to our clients and partners.
• Contribute actively to the ongoing learning and success of the Customer Product Support team, helping to achieve team goals and successes.
• Build on customer and partner feedback by improving our functional and technical documentation.
• Engage in the on-call duties to effectively support our clients in enhancing their product experience.
• Collaborate with the rest of the product squads to test new features and bug fixes, and help to surface meaningful customer feedback.

What we look for

• You have at least +3 years of experience in the SaaS Support field. You naturally look for all resources possible to make a difference and grow our customers' happiness.
• You love solving puzzles. You can quickly learn and can easily explain technical problems clearly.
• You regularly use tools like Datadog for logs and Postman for API calls to further investigate and identify the root cause of behaviours.
• You know how to communicate effectively with internal/external stakeholders, and you believe cross-continental communication is a fun challenge.
• You are proactive, autonomous, self-motivated, and resourceful. You love being challenged, and you enjoy being involved in multiple tasks.
• You have experience working with Jira Service Desk or other ticketing systems, Datadog, and GitHub.

Interview process

• 30-minute screening call with a member of our Talent Acquisition team
• 60-minutes call with the hiring manager
• Technical test
• 60-minute Behavioural interview

Work Environment

• Work-Life Balance: Enjoy 25 days of annual leave with flexible working hours, and a hybrid setup allowing 3-4 days working from home. Option to Work from Anywhere for up to 30 days per year.
• Home Office & Commuting Allowance: Enjoy a $600 budget to enhance your home office and an $80 monthly sustainable transportation allowance for eco-friendly commuting.

Inclusivity

• Generous Parental Leave: Benefit from 16 weeks of paid maternity leave, 4 weeks of paid leave for the second parent. A gradual return to work program is also available.
• Community & Support: Engage in 2 paid volunteering days annually and join Employee Resource Groups dedicated to promoting diversity and inclusion within the company.

Growth and Development

• Professional Development: Access a $1,000 annual budget for personal professional development and take advantage of career paths, internal mobility opportunities, and a "Women in Leadership Programme."
• Comprehensive Onboarding: Start on the right foot with a structured company onboarding program.

Wellbeing

• Health & Insurance: Receive 100% employer contribution for employees and their dependents for medical, dental, and vision benefits up to the set caps.
• Financial Security: Benefit from a 401k with a 4% company match and short as well as long-term disability insurance.
• Mental Health Support: Access individual and confidential sessions with a mental health practitioner or coach of your choice.