Support Manager

| Greater Boston Area | Hybrid
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Company Description

Akeneo helps more than 80,000 worldwide merchants manage their product information.
Our intuitive platform is made to simplify product information processes and is designed for companies looking for efficient answers to their multichannel needs. 

Our tool helps merchants to centralise, translate and control the quality of the product information, leading to higher transformation rates, better SEO, shorter time-to-market and lower return rates. 

Akeneo software brings efficiency to marketing teams struggling with tools such as excel. We made our software user-friendly so it’s intuitive and easy to use! Made.com, Kurt Geiger, Samsung and many other companies chose Akeneo to improve their product enrichment processes.


Job Description

We are looking for a Support Manager to join our growing team in Boston. The other members of the Support team are based in Nantes and are part of the Product team. The team is filled with dedicated and passionate people who take pride in going the extra mile to deliver the best customer experience.

Your responsibilities are:

  • Distribute and treat technical and functional requests from Enterprise edition customers in a considerate, accurate, and timely manner from the Jira Service Desk portal.
  • Coordinate the technical qualification of bugs and questions with our support engineer and the patch releases with our maintenance leader.
  • Capitalize on feedback from our customers and partners to improve our functional and technical documentation.
  • Contribute to the ongoing learning and success of the Support team with active contributions to help achieve team goals and successes.
  • Work with the product teams to test new features and bug fixes and help surface meaningful customer feedback.

Qualifications

  • You have at least 2 years of experience in the IT Support field. You believe that every bit of work makes a real difference in making our customers happy.
  • You show a strong analytical aptitude - you are able to quickly learn and you can explain technical problems succinctly and clearly. You don’t necessarily write and deploy your own React-based, CSS-heavy responsive sites, but yet, you are not afraid of the technology.
  • You know how to communicate effectively with internal/external stakeholders and you do believe cross-continental communication is a nice challenge!
  • You are proactive, autonomous, self-motivated, resourceful and enjoy being involved in multiple tasks.
  • You have an experience with Jira Service Desk and Github or other ticketing systems
  • You write and speak English fluently (French would be a plus)

Additional Information

All your information will be kept confidential according to EEO guidelines.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavaLanguages
    • PHPLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • SymfonyFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • MiroDesign
    • ConfluenceManagement
    • Google DriveManagement
    • JIRAManagement
    • SproutCMS
    • SalesforceCRM
    • PardotEmail
    • SalesloftLead Gen
    • ZoominfoLead Gen
    • Google HangoutsCollaboration
    • SlackCollaboration

Location

399 Boylston St, Boston, MA 02116

An Insider's view of Akeneo

How would you describe the company’s work-life balance?

Akeneo trusts their employees to do their work and there is no micromanagement on when your day starts and ends. You manage your work and your day; you are evaluated on your results and performance. We also get good vacation benefits (5 weeks) that people can take and the possibility to work from home multiple days a week.

Virginie

Account Executive

What does your typical day look like?

My day is never the same! Some days I'm learning about new features/functionality that really helps my customers achieve their objectives, other days I'm collaborating with colleagues around better ways to engage our customers. Finally, my day is full of meetings with customers who share their positive experiences using our software!

Joe

Customer Success Manager

What are some social events your company does?

Akeneo always encourages employees to get to know each other and let loose in a casual setting outside of the office. This includes holiday parties, sailing and river cruises, arcade nights, escape rooms, drinks in the company’s “Chaquip” social club, and an annual all-hands trip to Europe every summer.

Adam

Business Consultant

What are Akeneo Perks + Benefits

Akeneo Benefits Overview

At Akeneo, we want to offer everyone the best possible work environment and a healthy and inspiring corporate culture. For all our employees to feel equally comfortable in their life at work and at home, we place particular emphasis on work-life balance. We offer flexible working hours, remote office options and generous PTO.
Humble, Hunger, Diligent Benevolence, Responsible Pioneers and Inclusive Community are some of our key values that dictate the way we work and interact with each other daily. We continuously look at expanding our list of employee benefits so that they match what candidates can expect from a caring employer.

Culture
Volunteer in local community
With our Employee Volunteering programme, give back to the community with two days per year dedicated to supporting the charities of your choice.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Hybrid work model
Flexible work schedule
Get the work-life balance that you need with flexible working hours, and the option of working from home as well as from our offices (office, hybrid, remote all considered).
Remote work program
Akeneo lets all employees work remotely multiple times a week.
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Akeneo is committed to providing a friendly, safe and welcoming environment for everyone who works for or with us. We create the right conditions for you to feel safe and be yourself!
Health Insurance & Wellness Benefits
Dental insurance
Vision insurance
Health insurance
Mental health benefits
Take care of your mental and emotional well-being with individual and confidential coaching sessions with a mental health practitioner of your choice
Financial & Retirement
401(K) matching
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Take the time you need to welcome a new family member with 16 weeks of maternity leave (30 days if you are the second parent).
Vacation & Time Off Benefits
Generous PTO
We offer 5 weeks of PTO (and you're expected to take it).
Paid volunteer time
Give back to the community with two days per year dedicated to supporting the charities of your choice.
Paid holidays
Office Perks
Company-sponsored outings
Join our annual All Staff Summer Session week, office parties, team offsites and experience the Akeneo values of Humility, Innovation, Benevolence, Openness and Beer from within.
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Relocation assistance
Work in a diverse, cross-cultural team, with teammates coming from every corner of the globe. For most opportunities, we also offer relocation support.
Home-office stipend for remote employees
Choose whether you prefer working with MacOS or Linux, and spend your $600 personal remote stipend to maximize your home office set-up.
Professional Development Benefits
Job training & conferences
Keep on learning thanks to group and individual training opportunities.
Lunch and learns
Enlarge your horizons by participating in in-house events welcoming external guests (ie. Meetups) or industry events

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