Technical Support, Senior Advocate

Medallia 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 Analyst you will play a pivotal 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 Analysts are responsible for providing technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. They respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Technical Support Senior Analysts conduct reporting, ensure software reliability, and mitigate problems or bugs to design engineering/software engineering. Ultimately, Technical Support, Senior Analysts provide support to customers/users where the product is highly technical or sophisticated in nature.

Technical Support, Senior Analysts are responsible for resolving Support Delivery escalations and complex admin cases. Capable of effectively managing critical communication across Engineering, Product, and customer teams during incidents and high priority investigations. Capable of leading continuous improvement initiatives and mentoring Advocates with less knowledge and experience.

• Deliver first-class support across our customer base and exceed our customers' expectations.
• Resolve escalations from Admins and Advocate team.
• File Engineering Escalation (EEQ) 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 EEQ 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.
• Proactively seeks and works with a mentor to build the technical knowledge on a product area required to become an SME.
• Collaborate cross-functionally with internal teams (e.g. Professional Services, Product, Engineering), providing key product insights and identifying 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.
• Lead process improvement initiatives in the Support organization with some guidance and supervision.

Minimum Qualifications

• 3+ years of experience working in a technical, support, or customer service focused environment.
• 3+ years of experience with evaluating and troubleshooting technical issues and explaining resolutions in a simple way.
• Good understanding of Excel, JavaScript, XML, HTML and CSS.

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.
• Excellent verbal and written communication skills in English.
• Experience with the Medallia platform and Salesforce Service Cloud.