SaaS Technical Support Advocate

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

Job summary

Medallia is seeking a Technical Support Advocate to provide advanced frontline technical support for admins, clients, and partners on the Medallia Experience Cloud. You will solve complex issues, perform root-cause analysis, and drive improvements across a cross-functional team including Professional Services and Engineering.

Over 6–18 months you will build a solid product foundation, then specialize in Platform and Integrations with APIs and developer tools, guided by senior experts.

Qualifications

• 1+ year of experience in a technical, support, or customer service environment.
• Able to complete governmental PIV background approval process.
• Excellent verbal and written communication in English.

Responsibilities

• Deliver high-quality, empathetic technical support across a global customer base.
• Collaborate with Professional Services, Product and Engineering for insights and improvements.
• Document findings in knowledge base articles.
• Own investigations and resolve complex cases.
• Assist with escalated cases from first-level support.
• Work with global support regions and participate in continuous improvement projects.
• Support high severity incidents on a rotating on-call schedule.

Skills

JavaScript

XML

HTML

CSS

English communication

On-call readiness

Education

High school diploma or GED + advanced technical certification

Bachelor’s degree or equivalent work experience

Tools

Salesforce Service Cloud

Medallia platform

APIs & webhooks basics

Job description

Medallia is seeking a Technical Support Advocate to provide advanced frontline technical support for admins, clients, and partners on the Medallia Experience Cloud. You will solve complex issues, perform root-cause analysis, and drive improvements across a cross-functional team including Professional Services and Engineering.

Over 6–18 months you will build a solid product foundation, then specialize in Platform and Integrations with APIs and developer tools, guided by senior experts.