Job description

We are looking for a Product Support Analyst to join our growing team in Boston who will have a hands-on approach, become an expert on Akeneo's products and help our clients and partners unlock growth through the power of our Product Experience Management (PXM) solutions.

Our squad is filled with dedicated and passionate people who take pride in going the extra mile to deliver the best customer experience with team members based in Boston, Nantes & Sydney.

• Respond to functional and technical requests in an empathetic, accurate, and timely manner from the Jira Service Desk portal.
• Coordinate the technical qualification of bugs and questions with our Support Software Engineers and the patch releases with our maintenance leaders.
• Carry the resolution of support requests from start to finish, displaying strong internal collaboration to deliver the best customer experience to our clients and partners.
• Contribute actively to the ongoing learning and success of the Customer Product Support team, helping to achieve team goals and successes.
• Build on customer and partner feedback by improving our functional and technical documentation.
• Engage in the on-call duties to effectively support our clients in enhancing their product experience.
• Collaborate with the rest of the product squads to test new features and bug fixes, and help to surface meaningful customer feedback.

What we look for

• You have at least +3 years of experience in the SaaS Support field. You naturally look for all resources possible to make a difference and grow our customers' happiness.
• You love solving puzzles. You can quickly learn and can easily explain technical problems clearly.
• You regularly use tools like Datadog for logs and Postman for API calls to further investigate and identify the root cause of behaviors.
• You know how to communicate effectively with internal/external stakeholders, and you believe cross-continental communication is a fun challenge.
• You are proactive, autonomous, self-motivated, and resourceful. You love being challenged, and you enjoy being involved in multiple tasks.
• You have experience working with Jira Service Desk or other ticketing systems, Datadog, and GitHub.

You don't need to tick every box. We strongly encourage candidates from all backgrounds to apply. If you are excited about this opportunity but your experience is slightly different, we still want to hear from you!
Interview process

1. 30-minute screening call with a member of our Talent Acquisition team
2. 60-minutes call with the hiring manager
3. Technical test
4. 60-minute Behavioural interview

Life at Akeneo
Work Environment

- Work-Life Balance: Enjoy 25 days of annual leave with flexible working hours, and a hybrid setup allowing 3-4 days working from home. Option to Work from Anywhere for up to 30 days per year.
- Home Office & Commuting Allowance: Enjoy a $600 budget to enhance your home office and an $80 monthly sustainable transportation allowance for eco-friendly commuting.
Inclusivity

- Generous Parental Leave: Benefit from 16 weeks of paid maternity leave, 4 weeks of paid leave for the second parent. A gradual return to work program is also available.
- Community & Support: Engage in 2 paid volunteering days annually and join Employee Resource Groups dedicated to promoting diversity and inclusion within the company.
Growth and Development

- Professional Development: Access a $1,000 annual budget for personal professional development and take advantage of career paths, internal mobility opportunities, and a "Women in Leadership Programme."
- Comprehensive Onboarding: Start on the right foot with a structured company onboarding program.
Wellbeing

- Health & Insurance: Receive 100% employer contribution for employees and their dependents for medical, dental, and vision benefits up to the set caps.
- Financial Security: Benefit from a 401k with a 4% company match and short as well as long-term disability insurance.
- Mental Health Support: Access individual and confidential sessions with a mental health practitioner or coach of your choice.

For more information about benefits, don't hesitate to contact our Talent Acquisition team.

Department Product & Engineering Locations Boston Employment type Full-time Working policy Hybrid