SaaS Technical Support Advocate

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

Benefits offered by this job

Health and wellness benefits

401(k) plan

Paid holidays

Job summary

Medallia is seeking a Technical Support Advocate to deliver advanced frontline technical support for Medallia admins, clients, and partners. You will resolve complex technical challenges, document findings, and collaborate with Professional Services, Product, and Engineering to continuously improve the platform.

Over 6–18 months, you'll build a solid foundation in the Medallia Experience Cloud, then specialize in Platform and Integrations, APIs, webhooks, and developer tools.

Qualifications

• High school diploma or GED plus advanced technical certification.
• 1+ year of experience in technical, support or customer service.
• Able to complete government PIV background approval.

Responsibilities

• Provide high-quality, empathetic frontline technical support to global customers.
• Collaborate cross-functionally with internal teams to share product insights.
• Document findings with knowledge base articles for internal and external use.
• Own investigations and resolve complex cases.
• Assist with escalated cases from first-level support.
• Coordinate with global support regions to share best practices and ideas.
• Provide feedback to peers and leadership to foster growth.
• Support high-severity incidents as part of the on-call rotation.

Skills

SaaS familiarity

JavaScript knowledge

Excellent communication

Team player

Education

Bachelor’s degree or equivalent experience

High school diploma or GED with cert

Tools

Salesforce Service Cloud

Medallia platform

Job description

Medallia is seeking a Technical Support Advocate to deliver advanced frontline technical support for Medallia admins, clients, and partners. You will resolve complex technical challenges, document findings, and collaborate with Professional Services, Product, and Engineering to continuously improve the platform.

Over 6–18 months, you'll build a solid foundation in the Medallia Experience Cloud, then specialize in Platform and Integrations, APIs, webhooks, and developer tools.