Principal Support Engineer (Remote)

Location : Austin, TX, USA | 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.

As the Principal Support Expert at Medallia, you will be the technical expert in the Medallia customer experience management platform. You will support administrators of the software by providing advanced product troubleshooting, including how-to and setup best practices. Working directly with Engineering teams, you will advocate for our customers to deliver a seamless product experience. Leveraging your deep product knowledge, you will mentor support reps (Support Delivery) to enable the global Support organization. You will demonstrate cross-functional collaboration to drive the growth and enhancement of our world-class product.

Primary Responsibilities

  • Facilitate expert advice and speedy resolutions to support cases escalated from other Experts, Support Delivery or Admin teams
  • Accountable for ensuring all incoming escalations and reported engineering bugs are making progress as per the SLAs
  • Closely collaborate with Product and Engineering Management with the specifications and prioritization of bugs and product changes
  • Analyze trends in case data and customer feedback on an ongoing basis to address customer pain points
  • Support high severity incidents as part of our incident management and response team, including being part of a rotating on-call schedule
  • Collaborate cross-functionally with internal teams (e.g. Managed Services, Product, Engineering), providing key product insights and improvement opportunities
  • Provide feedback to your peers, helping them to grow and develop while also contributing your creative ideas to the leadership team
  • Responsible for coordination with the other global support regions - North and South America, Europe, Australia, and Asia
  • Represent Support in executive escalations, code red incidents and other high urgency situations

Core Competencies:

  • Competencies from Senior Support Expert level
  • Develops Talent – Developing the global technical support team with advanced, in-depth training for a technical audience
  • Optimizes Work Processes – Sees technical and process gaps on the team and leverages deep product knowledge to better enable the global technical support organization through training and coaching
  • Situational Adaptability – Adapting approach and demeanor in real time to match the shifting demand of different situations, including, but not limited to, postmortems, product reviews, incident response team activities, and Support Expert coaching
  • Cultivates Innovation – Suggests and develops innovative solutions to technical support issues, which contribute to the goals of the global organization
  • Strategic Mindset – Anticipates shifts in Medallia organization and translates them into strategic breakthroughs to further the organization’s goals, showing clear connection between vision and action

Preferred Qualifications:

  • Technical problem solving and troubleshooting experience
  • Good understanding of JavaScript, XML, HTML, CSS and SFTP
  • Experience working with APIs
  • UNIX operations to use application logs for deeper investigation
  • Product specific technical background and expertise (such as high throughput data collection architecture, machine learning, web technologies, etc.)
  • Collaborate with R&D on high severity incidents for root cause analysis and corrective actions.
  • Strong written and verbal English communication skills
  • Ability to communicate complex technical findings to diverse audience
  • Knowledge around SaaS technologies and platforms
  • Experience with the Medallia platform and Salesforce Service Cloud a plus
  • Team player who can lead and make decisions in difficult and ambiguous situations
  • Experience as a successful project or people manager in a technical environment
  • Proven experience training others on complex technical concepts
Please note: In the future, this role may require occasional participation on an on-call rotation for mission critical incident support.

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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