Product Support Analyst

Akeneo is the leading AI-powered Product Data Platform that helps brands, manufacturers, distributors, and retailers unify product data and pricing to power better product experiences, smarter decisions, and business growth in an AI-driven commerce world.

We're all about experience - from the best-in-class product we build to the inspiring environment we create for our employees. You'll grow in a dynamic environment where your ideas and expertise will make an impact from day one. Our flexible work model empowers you to thrive, balancing professional success with personal fulfilment. At Akeneo, you’ll be part of a supportive and collaborative team that values open communication, shared successes, and meaningful relationships.

Learn more about our culture and values via our Career page.

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.
  

• 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!

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