Senior Advocate, Product Support

Overview

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the management of experiences, insights, and actions for candidates, customers, employees, patients, and residents alike.  

We believe that every experience is a memory that can last a lifetime. Experiences shape the way people feel about a company. And they greatly influence how likely people are to advocate, contribute, and stay. At Medallia, we are committed to creating a world where organizations are loved by their customers and their employees.

We empower exceptional people to create extraordinary experiences together. 

Bring your whole self.

The Role and Team

Experienced Product Support Advocates are responsible for providing advanced frontline technical support to Medallia admins, clients and partners. You effectively manage critical communication across Engineering, Product, and customer teams during incidents and high priority investigations. 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. This is a unique opportunity to collaborate with cross-functional teams (including Professional Services, and Product & Engineering) to relentlessly drive the enhancement of our world-class, customer experience management platform.

We are looking for tech-curious problem solvers who want to expand their skills. Over your first 6 to 18 months, you will build a world-class foundation in the Medallia Experience Cloud core product suite, resolving diverse challenges for our global clients. Then, guided by direct mentorship from our senior Experts, you will have a clear pathway to specialize in our Reporting product area that applies industry-leading AI to deliver the intelligence and outcomes clients need to transform their business. If you love solving puzzles and want a defined technical growth track, this role is for you.

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 your 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

Qualifications

Minimum Qualifications

• Bachelor’s degree or equivalent work experience
• 3+ year(s) of experience working in a technical support or technology-focused environment (Helpdesk, SaaS support, or technical bootcamps are all welcome)
• A foundational understanding of how the web works - familiarity with HTML, CSS and XML/JSON payloads, and basic JavaScript and API concepts.
• A proven track record of logical troubleshooting - you love asking "why" and digging into settings to find answers
• Excellent verbal and written communication skills in English; ability to explain technical concepts clearly
• Able to complete the governmental Personal Identity Verification (PIV) background approval process
• Experience working in ambiguous, fast-paced environments where priorities can shift

Preferred Qualifications

• An interest in using AI tools to enable our team to find answers faster and work more efficiently
• 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
• Experience with the Medallia platform and Salesforce Service Cloud a plus
• Experience working with secure file and data transfer protocols - such as SFTP and managed file transfer (MFT) solutions for diagnosing connection and file transfer issues.
• Experience working with RESTful APIs, webhooks, and API testing tools. Ability to test endpoints, inspect JSON/XML payloads, and troubleshoot authentication protocols (e.g., OAuth, API keys, etc).

Medallia is committed to equal pay and transparency.  The annual base salary range for this position is $74,400 - $85,000. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US.  It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors.  Medallia considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, candidate’s work location, education/training, key skills, internal peer equity, external market data, as well as, market and business considerations when making compensation decisions.

Medallia also offers competitive health and wellness benefits, including but not limited to medical, dental, vision, 401(k), short-term and long-term disability, life and AD&D insurance, statutory leaves, paid parental leave, and paid holidays. Benefits and eligibility may vary by location and role. 

At Medallia, we celebrate diversity and recognize the value it brings to our customers and employees. Medallia is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age (40 and over), disability, genetic information, veteran status or military service, or any other status protected by state or local law. Individuals with a disability who need an accommodation to apply please contact us at [email protected]. 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.