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.
• 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.

Preferred Qualifications

• Good understanding of Excel, JavaScript, XML, HTML and CSS.
• 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, evaluate and troubleshoot technical issues, and explain 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.

Medallia is committed to equal pay and transparency. The annual base salary range for this position is $70,400-$90,000. 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 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.

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