Akeneo Product Cloud is a composable solution for orchestrating, activating, and optimizing product experiences across all owned and unowned channels. With its open platform, leading PIM, add-ons, connectors, and marketplace, the Akeneo Product Cloud improves product data quality and accuracy, simplifies catalog management, and accelerates the sharing of product information across all channels and locales.

At Akeneo, our teammates are the driving force behind who we are and where we want to go as a company. We work every day to shape a first-class work environment and culture, which is rooted in our core values of Humble Hunger, Diligent Benevolence, Responsible Pioneers and Inclusive Community! Our Purple Fire isn’t just a set of values; it’s our unique way of igniting passion and driving excellence. Bold and fun, with a hint of the unexpected - it is the essence of who we are. We want our people to help us grow and to grow with us, and that’s why we do whatever it takes to equip our employees with everything they may need to make a tangible impact on themselves, the business and the company. Let our intrepid three-headed mascot #ZiggyTheHydra welcome you into her world and join us at Akeneo! Learn more about who we are as an employer and 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.

Responsibilities

• 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.
• Respond to functional and technical requests from Enterprise edition customers in a considerate, 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.
• Build on customer and partner feedback by improving our functional and technical documentation.
• Take part in the ongoing learning and success of the Support team with active contributions to help achieve team goals and successes.
• Collaborate with the rest of the product squads to test new features and bug fixes, and help to surface meaningful customer feedback.
• On-call duties to best support our clients in their product experience enhancement.

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 find the root cause of behaviors.
• You know how to communicate effectively with internal/external stakeholders and you do 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 write and speak English fluently. Having an understanding of French would be a plus.

Life at Akeneo 

Job Summary