SaaS Product Support Specialist

Akeneo; Massachusetts; Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Home office budget $600

Transportation allowance $80/month

Parental leave 16 weeks maternity

Volunteer days

Job summary

Akeneo is seeking a Product Support Analyst in Boston to become an expert on our Product Experience Management solutions and help clients unlock growth. The role focuses on hands-on support, rapid issue resolution, and close collaboration with squads across Boston, Nantes, and Sydney.

You’ll respond to requests via our Jira Service Desk, coordinate bug qualifications, and contribute to knowledge base updates while participating in on-call duties to ensure top-tier customer experience.

Qualifications

• 3+ years in SaaS support or related field.
• Strong problem-solving and proactive communication.
• Experience with Jira Service Desk, Datadog, Postman, and GitHub.
• Able to explain technical problems clearly to diverse stakeholders.

Responsibilities

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

Skills

SaaS Support

Customer communication

Problem solving

Autonomy

Tools

Datadog

Postman

Jira Service Desk

GitHub

Job description

Akeneo is seeking a Product Support Analyst in Boston to become an expert on our Product Experience Management solutions and help clients unlock growth. The role focuses on hands-on support, rapid issue resolution, and close collaboration with squads across Boston, Nantes, and Sydney.

You’ll respond to requests via our Jira Service Desk, coordinate bug qualifications, and contribute to knowledge base updates while participating in on-call duties to ensure top-tier customer experience.