Senior Product Support Engineer – Experience Cloud

Medallia, Inc.; San Francisco (CA); On-site; USD 74,000 - 85,000; Full time

Benefits offered by this job

Health and wellness benefits

Paid parental leave

Paid holidays

401(k)

Job summary

Medallia is seeking experienced Product Support Advocates to provide advanced frontline technical support for the Medallia Experience Cloud. You will manage incidents, collaborate with Engineering and Product, and drive improvements through root cause analysis and knowledge base documentation.

Over 6–18 months you will build product expertise and, with mentorship, specialize in the Reporting area applying AI to deliver insights and outcomes for clients globally.

Qualifications

• Bachelor's degree or equivalent work experience.
• 3+ years in a technical support or technology-focused environment.
• Foundational understanding of how the web works (HTML, CSS, XML/JSON, basic JavaScript and APIs).
• Strong logical troubleshooting skills and curiosity (asking why).
• Excellent English verbal and written communication.
• Able to complete PIV background approval and work in a fast-paced environment.

Responsibilities

• Deliver high-quality, empathetic technical support across our global customer base.
• Collaborate cross-functionally with internal teams (Professional Services, Product, Engineering) for product insights.
• Document discoveries by creating and refining knowledge bases.
• Own investigations and resolution of complex cases.
• Assist with escalated cases from first-level support.
• Participate in on-call incident management with rotating shifts.

Skills

Technical support

SaaS support

RESTful APIs

JavaScript basics

English communication

Education

Bachelor's degree

Job description

Medallia is seeking experienced Product Support Advocates to provide advanced frontline technical support for the Medallia Experience Cloud. You will manage incidents, collaborate with Engineering and Product, and drive improvements through root cause analysis and knowledge base documentation.

Over 6–18 months you will build product expertise and, with mentorship, specialize in the Reporting area applying AI to deliver insights and outcomes for clients globally.