Job Description
OverviewMedallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the understanding and management of experience for candidates, customers, employees, patients, citizens and residents.
We are more than a software company. We want to be known as a company that does the right thing, no matter the challenge or controversy. We are committed to creating a culture that values every person and every experience. Individual life experiences shape the way we interact with the world, which is why we encourage people to bring their whole selves to work each day. The strength of our global workforce is the most significant contributor to our success.
We believe: Every Experience Matters. Talent is Everywhere. All Belong Here.
At Medallia, we hire the whole person.
The Role and Team
As a Technical Support, Senior Advocate you will play a key role in fostering strong customer relationships and ensuring the seamless resolution of technical support issues for our clients. You will be at the forefront of delivering exceptional support experiences, resolving issues, collaborating with internal and external partners including Product, Engineering, and Professional services to deliver high-quality resolutions for technical challenges, creating a streamlined approach to customer satisfaction.
Technical Support, Senior Advocate are responsible for providing advanced technical support to Medallia admins, clients and partners, solving complex technical challenges, and contributing to continuous improvement initiatives across our global support team. Working with the Medallia SaaS platform, you will be providing world-class product support to clients and partners in a fast-paced environment. By problem-solving technical issues and completing root cause analysis, you will play a key role in implementing improvement initiatives for our broader organization.
ResponsibilitiesTechnical Support, Senior Advocate are responsible for resolving Support Delivery escalations and complex cases. Capable of effectively managing critical communication across Engineering, Product, and customer teams during incidents and high-priority investigations.
- Deliver first-class support across our customer base and exceed our customers' expectations.
- Take ownership of cases escalated by customers
- File Engineering Escalation tickets when needed, ensuring that every ticket clearly explains the business impact for the customer and has the right priority set.
- Partner with the On-call engineers on ticket investigations, collaborating to find the root cause of the issue being reported and defining a workaround (if possible).
- Facilitate effective knowledge sharing and self-service problem solving by creating, updating, and archiving (as appropriate) Knowledge Articles.
- Collaborate cross-functionally with Technical Support Product Experts, providing key product insights and improvement opportunities.
- Participates in the Release Readiness activities with minor guidance from senior team members.
- Provide feedback to your peers, helping them to grow and develop while also contributing your creative ideas to the leadership team.
- Support incidents as part of our Incident Response Team, including being part of an on-call rotation.
QualificationsMinimum Qualifications
- 3+ years of experience working in a technical environment.
- 3+ years of experience with evaluating and troubleshooting technical issues and explaining resolutions in a simple way.
- Good understanding of JavaScript, XML, HTML and CSS.
- Able to respond to on-call notifications within 30 minutes to support high severity incident management, including on weekends & holidays, as part of a rotating on-call schedule.
- Good verbal and written communication skills in English.
Preferred Qualifications
- Experience working with SaaS technologies and platforms.
- Experience facilitating communications regarding complex customer escalations from identification to resolution for clients in a variety of industries.
- Capable of providing clear, actionable feedback and helping coach new team members on support processes.
- Demonstrated ability to solve problems, evaluating and troubleshooting technical issues and explaining resolutions in simple ways.
- Team player who can lead and make decisions in difficult and adapting situations.
- Experience with the Medallia platform and Salesforce Service Cloud.
At Medallia, we celebrate diversity and recognize the value it brings to our customers and employees. Medallia is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law. Individuals with a disability who need an accommodation to apply please contact us at ApplicantAccessibility@medallia.com. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies. Applications will be accepted for 30 days from the date this role was posted or until the role has been filled.
