Product Specialist (Tier 3 Technical Support), External Services

Medallia is the global leader in Customer Experience Management. Our mission is to create a world where companies are loved by their customers; where organizations see you as a person and not just their next sale. We do this by building a bridge between hundreds of companies and billions of customers, around the world, enabling access to your eyes, ears, and hearts, so they may design and deliver extraordinary experiences, every single day.

THE ROLE

  • As a Product Specialist, you will become the know-it-all expert for Medallia external services and APIs.  The buck stops at you for technical product questions. Your focus will be on supporting our software users on their quest for product knowledge and issue resolution.  
  • Integrated with the Engineering teams, you will advocate for customer needs and ensure smooth product updates.
  • Leveraging your deep product expertise and advanced troubleshooting skills, you will coach and mentor technical support advocates (Tier-2 / Tier-1) on the team.
  • This is a unique opportunity to collaborate with cross-functional teams to relentlessly drive the enhancement of our world-class, customer experience management platform.

RESPONSIBILITIES

  • Provide advanced technical post-sales support and guidance
  • Answer how-to and setup related questions escalated from Tier-2 support team
  • Track bugs and escalate to Engineering for resolution
  • For bug fixes and product changes, assist Product Managers on specifications, prioritization, user testing and early adopter programs
  • Identify product enhancement opportunities based on support trends
  • Analyze reported issues, production outages, production logs, and customer feedback to identify ways to enhance our product as well as make support processes more effective
  • Meet and communicate regularly with the Engineering teams, updating them on product needs from customer perspective, and align your understanding about the product vision
  • Be the liaison for regular communication between various engineering teams and customer facing teams on issues and product changes
  • Ensure troubleshooting guides, best practices and support knowledge base are up to date
  • Work very closely with, mentor, and train Tier-2 / Tier-1 support team members

QUALIFICATIONS

  • Experience with RESTful APIs, FTP, SSO, SSL and web services
  • Proven track record of solving complex technical problems with customers and engineering
  • Thrive in ambiguous situations and be able to prioritize ruthlessly
  • Experience with agile development processes is a plus
  • Knowledge of the Medallia product and configuration is a plus
  • Minimum of a BA/BS or higher
  • Computer Science or other technical degree preferred

At Medallia, we don’t just accept difference - we celebrate it 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. Equal opportunity and consideration are afforded to all qualified applicants and employees. We won't unlawfully discriminate on the basis of gender identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, Veteran status, sexual orientation, and any other category protected by law.
Medallia is committed to working with and providing reasonable accommodation to applicants with disabilities in accordance with the American Disabilities Act and state disability laws.

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