Technical Support Specialist

Location : Prague | Team: Technical Support

Role Type: Full-Time Employee (Individual)

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.

Do you have a passion for helping others solve complex problems and driving business improvements across a complex organization? Are you results driven and action oriented? Do you enjoy working with technology and love being part of a highly engaged and empathetic team? Then join our team as a Technical Support Engineer!

Our Team
Our Technical Support team ensures our customers' continued success and is at the forefront of creating an amazing Customer Experience globally. We are seeking Technical Support specialists who can make an impact from day one. We are committed to creating an exceptional employee experience focused on creating exciting growth opportunities and have maintained one of the highest employee satisfaction scores in the industry.

This position is located in our Prague, Czech Republic office and reports to our Head of Technical Support, EMEA.

The Role

  • Technical Support Engineers are responsible for providing advanced technical support to Medallia clients and partners, solving complex technical challenges, and leading continuous improvement initiatives across our global support team.
  • Working with the Medallia SaaS platform, you will be providing world-class product support to clients and partners in a fast-paced environment.
  • By problem-solving technical issues and completing root cause analysis, you will play a key role in implementing improvement initiatives for our broader organization.
  • This is a unique opportunity to collaborate with cross-functional teams (including Professional Services, and Product & Engineering) to relentlessly drive the enhancement of our world-class, customer experience management platform.

Responsibilities

  • Deliver first-class support across our global customer base and exceed our customer's expectations
  • Collaborate cross-functionally with internal teams (e.g. Managed Services, Product, Engineering), providing key product insights and development opportunities
  • Provide timely expert advice and speedy resolutions to support cases and resolve escalated cases from first-level support
  • Own the triage, investigation, and resolution of complex cases while escalating cases to the next tier of our support organization, as needed
  • Drive process improvement in the support organization, contributing towards the growth across the greater group
  • Create and refine knowledge base articles
  • Collaborate closely with the other global support regions - North and South America, Europe, Australia, and Asia
  • Provide feedback to your peers, helping them to grow and develop while also contributing your creative ideas to the leadership team

Required Qualifications

  • 2+ years of experience working in a technical or support focused environment
  • 2+ years experience with evaluating and troubleshooting technical issues and explaining resolutions in a simple way

Preferred Qualifications

  • Bachelor’s degree or equivalent work experience
  • Knowledge around SaaS technologies and platforms
  • Good understanding of JavaScript, XML, HTML and CSS
  • Experience with the Medallia platform and Salesforce Service Cloud a plus
  • Excellent verbal and written communication skills in English
  • Team player who can lead and make decisions in difficult and adapting situations
  • Experience working in a startup environment
  • Advantageous (not necessary) to speak: French, Spanish, German or Italian


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. Equal opportunity is afforded to all qualified applicants and employees. We do not 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 protected category. We also consider all qualified applicants regardless of criminal histories, consistent with legal requirements. 

Medallia is committed to working with and providing reasonable accommodation to applicants with disabilities in accordance with the American Disabilities Act and local disability laws. 

For information regarding how Medallia collects and uses personal information, please review our Privacy Policies.

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