Product Support Analyst

Akeneo is the Product Experience (PX) company and global leader in Product Information Management (PIM), creating a world where every product interaction is an experience that guides consumers and professionals to the best purchase, anytime, anywhere.

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 fulfillment. 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.

Job description

We are looking for a Product Support Analyst to join our growing team in Boston. Get in on the ground floor at one of Boston’s top tech companies, 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.

The Boston members of the Akeneo team like to get together in the office several times a week. The other members of Support are based in Nantes, France, and Sydney, Australia. We are all part of the Product team. Our squad is filled with dedicated and passionate people who take pride in going the extra mile to deliver the best customer experience.

Key Responsibilities

• Respond to functional and technical requests from Enterprise edition customers in an empathetic, accurate, and timely manner from the Jira Service Desk portal.
• Coordinate the technical qualification of bugs and questions with our support 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 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.

Qualifications

• You have at least 2 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, and GitHub.

Life at Akeneo

Diverse, cross-cultural team.

Office parties, team offsites

Top-notch 8-week onboarding program for new teammates, including live presentations, online courses you can take at your own pace, and an exhaustive checklist with all the resources, calls-to-action and support contacts for a smooth integration into the company

General

Competitive package and complementary health insurance.

Time off

Flexible working hours and hybrid setup (up to 3-4 days per week working from home).

16 weeks paid maternity leave (30 days paid leave if you are the second parent).

Gradual Return to Work program after maternity or adoption leave.

25 days holiday per calendar year in addition to Public Holidays.

️ Work from Anywhere Scheme - Explore the possibility of working from anywhere in the world for up to 30 days per year.

Health & Wellness

Individual and confidential coaching sessions with a mental health practitioner of your choice.

Plan your retirement with ease thanks to our 401k with company matching.

Equipment

Best-in-class communication and collaboration tools: Slack, Notion, Google Suite, Jira, GitHub...

A $600 personal hybrid working budget to maximize your home office environment.

Professional Development

Participation in in-house events welcoming external guests (i.e. Meetups) or industry events.

‍ A $1,000 learning budget per employee per year.

Perks & Discounts

A $80/month Sustainable Transportation Allowance to support eco-friendly commuting options such as public transportation, biking, or carpooling if eligible.

Corporate Responsibility

Employee Volunteering program: give back to the community with two days per year dedicated to supporting the charities of your choice.

Join one or several of our Employee Resource Groups and take an active part in promoting diversity and inclusion within our company.

‍‍ Diversity & Inclusion: Akeneo provides and ensures a safe work environment for everyone, regardless of seniority, gender identity, and expression, sexual orientation, disability, mental illness, neuro(a)typicality, personal appearance, body size, race, ethnicity, age, religion, nationality, or other characteristics. Akeneo is deeply anti-racist, anti-homophobic, anti-sexist, anti-ableist, and inclusive. We create the right conditions for you to feel safe and be yourself!

Interview process

• Say hi! If your application has caught our attention, you will receive an invitation to a 30-minute conversation with one of our Talent Partners, where you’ll learn more about the role and about Akeneo.
• Meet your future manager! Here you will go into more depth into what the role entails and discuss your experience and skills.
• For the next stage, we will send you an example of two tickets we have received before from customers and ask you to respond using information from our Help Center. This exercise aims to identify the practices you know and how you formulate an answer to a client.
• Meet the team! Project yourself into the reality of the position and confirm our company culture fits you.

At all stages of your recruitment process, our Talent Acquisition team is committed to giving you an update in a one-week time frame.

So? Is this job description all about you? Then what are you waiting for - click that Apply button so that we can meet you without further delay!

Feeling hesitant because you think you’re not checking 100% of the requirements for the job, but still feel confident and motivated to grow into the position? Don’t hesitate to apply anyway, or reach out to us for questions or clarifications!