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Technical Support Analyst

  • Location: Denver, CO
  • Team: Application Engineering
  • Role Type: Full-Time Employee (Individual)
Medallia’s mission is to help companies win through customer experience. The world’s best-loved brands trust Medallia’s Experience Cloud™, which embeds the pulse of the customer in an organization and empowers employees with the real-time customer data, insights, and tools they need to make every experience great. Named a leader in the most recent Forrester Wave and ranked in the 2018 Forbes Cloud 100 list, Medallia is growing quickly, with a global footprint that spans Silicon Valley, Austin, New York, Washington DC, London, Paris, Sydney, Buenos Aires, Tel Aviv, and Prague. Here, we value people for each of the aspects that make them whole. We believe that people should not be defined only by a job title—nobody is "just an engineer" or "just a salesperson." We are each partners, parents, children, siblings, friends, and former classmates. We have different backgrounds and we celebrate different cultures. And, just like our product, we honor each of the experiences that build our people.

At Medallia we hire the whole person, not just a part of them.

Our developers have built our scalable and maintainable platform through smart and efficient code, in a culture of automation and technical debt minimization. We have become one of the world leaders in our tech in just a few short years.
But sometimes things go wrong (no one is perfect right!) so we need more smart people to join us in providing technical support for our software to our existing and potential clients. We are not just looking for someone to re-boot when things crash but really get to the bottom of every ticket raised!
Technical Support Analyst is responsible for the efficient delivery of technical support service to Decibel Insight users. You will work with a number of the world’s biggest brands to provide a first-class support service, and will have a keen interest in problem solving. You will join a global and enthusiastic team where no two days are the same, and will know your way around front-end website technologies.
 To give you a bit more detail…
Working with both internal and external stakeholders, our Technical Support Analysts provide an incredibly high level of technical assistance.
You will be responsible for responding, prioritising, escalating and resolving a diverse range of questions and issues.
Working in a dynamic and knowledgeable team that puts our clients at the heart of what we do, you will be the first point of contact for client queries and issues and will therefore become a trusted name for some of the world’s largest companies.
You will be expected to use your diagnostic skills to resolve issues on our client’s website and within our portal.
You will work within a global team that collaborates on tasks and projects.
Due to the diverse nature of our clients, you will get to work with different websites and technologies on a daily basis.
You will be required to understand urgency and ensure appropriate responses are given at the required times.
You will also have the chance to regularly feedback and contribute to the improvement of team processes, along with having the opportunity to contribute to new product features and releases.
 What we want and who you will be…
A background working in Technical Support is desired but not a requirement.
A degree or equivalent in Computer Science, or similar subjects.
An understanding of common support processes is expected.
Our product is implemented directly onto client’s websites, so you should be highly skilled in working with front-end technologies such as HTML, CSS and JavaScript.
Knowledge of de-bugging websites using the browser console would be ideal.
Previous experience building and/or supporting a website would be a real plus.
We have excellent relationships with all of our clients, so strong communication skills are a must.
Previous experience working in a client-facing environment or role would be beneficial.
This position comes with a salary of up to $80,000 (depending on experience) plus discretionary bonus based on company performance.
Company core benefits include:
Healthcare
Dental / Optical
401k with company contribution
Unlimited PTO
Income protection & Life Insurance
Wellbeing Coaching
Employee Assistance Program
+ Voluntary + Extra benefits available
At Medallia, we don’t just accept difference—we celebrate it 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 and consideration are afforded to all qualified applicants and employees. We won't unlawfully 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 category protected by law. 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.