Senior Product Support & Incident Champion

Medallia, Inc.; McLean (VA); On-site; USD 74,000 - 85,000; Full time

Benefits offered by this job

Health benefits

401(k)

Disability insurance

Paid parental leave

Paid holidays

Job summary

Medallia, Inc. is seeking Experienced Product Support Advocates to deliver advanced frontline technical support for admins, clients, and partners across the Medallia Experience Cloud.

You will manage incidents, perform root cause analysis, and collaborate with Engineering, Product, and Professional Services to drive improvements. Over 6–18 months you’ll build a strong foundation in the core product suite, then follow a mentorship path toward specializing in the Reporting product area using

Qualifications

• Bachelor's degree or equivalent work experience.
• 3+ years in technical support or SaaS environment.
• Fundamental web tech: HTML, CSS, JSON/XML, and basic JavaScript.
• Strong logical troubleshooting and problem solving.
• Excellent verbal and written English communication.

Responsibilities

• Deliver high-quality, empathetic technical support across our global customer base.
• Collaborate cross-functionally with internal teams (e.g. Professional Services, Product, Engineering), providing key product insights and development opportunities.
• Document discoveries by creating and refining internal and external knowledge base.
• Own investigations and resolution to complex cases.
• Assist with escalated cases from first-level support.
• Collaborate closely with the other global support regions - North and South America, Europe, Australia, and Asia - learning from peers, contributing to continuous improvement projects, and sharing creative ideas with leadership.
• Provide feedback to your peers, helping them to grow and develop while also contributing your creative ideas to the leadership team.
• Support high severity incidents as part of our incident management and response team, including being part of a rotating on-call schedule.

Skills

Technical support

SaaS support

English communication

Troubleshooting

On-call incident management

Education

Bachelor's degree or equivalent

Tools

Salesforce Service Cloud

SFTP/MFT protocols

RESTful APIs

Job description

Medallia, Inc. is seeking Experienced Product Support Advocates to deliver advanced frontline technical support for admins, clients, and partners across the Medallia Experience Cloud.

You will manage incidents, perform root cause analysis, and collaborate with Engineering, Product, and Professional Services to drive improvements. Over 6–18 months you’ll build a strong foundation in the core product suite, then follow a mentorship path toward specializing in the Reporting product area using