Senior Product Support Specialist

Medallia; United States; On-site; USD 74,000 - 85,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Job summary

Medallia is seeking Experienced Product Support Advocates to provide advanced frontline technical support to Medallia admins, clients and partners using Medallia Experience Cloud. You will coordinate across Engineering, Product and customer teams during incidents to deliver world‑class support.

Over 6 to 18 months you will build a strong foundation, then be mentored to specialize in the Reporting product area, applying AI to deliver intelligence that helps clients transform their business.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 3+ years in technical support or SaaS environment.
• Understanding of web basics: HTML, CSS, JavaScript and APIs.
• Strong troubleshooting and English communication skills.
• Ability to pass PIV background clearance.
• Experience in fast-paced, ambiguous settings.

Responsibilities

• Provide high-quality technical support across a global client base.
• Collaborate with Professional Services, Product and Engineering.
• Document discoveries and maintain knowledge bases.
• Own investigations and resolutions of complex cases.
• Assist with escalated cases from first‑level support.
• Support on-call incident management with rotating schedule.

Skills

HTML basics

APIs

RESTful APIs

JavaScript

English communication

Incident management

Education

Bachelor's degree or equivalent

Tools

Salesforce Service Cloud

Medallia platform

SFTP / MFT

OAuth / API keys

REST testing tools

Job description

Medallia is seeking Experienced Product Support Advocates to provide advanced frontline technical support to Medallia admins, clients and partners using Medallia Experience Cloud. You will coordinate across Engineering, Product and customer teams during incidents to deliver world‑class support.

Over 6 to 18 months you will build a strong foundation, then be mentored to specialize in the Reporting product area, applying AI to deliver intelligence that helps clients transform their business.