Product Support Analyst, Akeneo
1+ day a week in office
The product experience company and global leader in Product Information Management
Be an early applicant
The product experience company and global leader in Product Information Management
201-500 employees
Be an early applicant
1+ day a week in office
201-500 employees
Company mission
To empower business leaders with software, education and an engaged community all focused on the practice of product experience management.
Role
Who you are
- 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
What the job involves
- 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
- 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
Application 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
Our take
Based in France and Boston, Akeneo is a provider of product experience management (PXM) and product information management (PIM) solutions. The platform enables businesses to create product growth opportunities by enriching, managing and optimizing product data across the entire customer journey, to deliver unforgettable experiences to their customers.
The company is trusted by global brands and industry experts, including Staples, AMG Medical and Bensons for Beds. Recognised as a Global Leader in Product Information Management by IDC and Gartner, Akeneo's Product Cloud provides an AI powered, single source of truth for product information and data.
With over 3 billion unique product experiences delivered by Akeneo PIM, they are in a great position to continue making waves in the product experience management space, bringing Akeneo ever closer to its goal of best serving the growing needs of modern omnichannel brands and retailers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
33% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Mar 2022
$135m
SERIES D
Sep 2019
$46m
SERIES C
Total funding: $197m
Company benefits
- 💰 Competitive package and complementary health insurance.
- 🌎 Diverse, cross-cultural team
- 🏝️ Work from Anywhere Scheme - Explore the possibility of working from anywhere in the world for up to 30 days per year
- 🎉 Office parties, team offsites
- 🌴 25 days holiday per calendar year in addition to Public Holidays
- 🫶 2 volunteering days per calendar year
- 👶 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
- 🧘 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.
- 💸 $600 Personal remote allowance to maximize your home office environment
- 🎫 Participation in in-house events welcoming external guests (ie. Meetups) or industry events
- 🧑🏫 A $1,000 learning budget per employee per year
- 🚲 A $80/month Sustainable Transportation Allowance to support eco-friendly commuting options such as public transportation, biking, or carpooling if eligible
Company values
- Diligent Benevolence: We thrive as a unified force, caring deeply for one another, celebrating victories, and growing together. Openness and kindness are our cornerstones, but we steer clear of complacency. We strive for excellence, knowing it demands constant, honest feedback within a supportive environment.
- Humble Hunger: We have big ambitions and aim to be the best at what we do. But we recognize that this is a long and imperfect road. There is no recipe for success. Arrogance and self-conceit will not drive us anywhere. It’s a journey of learning, minus the ego trip
- Responsible Pioneers: Our decisions boldly navigate new frontiers, always aligned with our customer-first compass. We navigate with responsibility, recognizing our resource limits. We're a crew of accountable owners
- Inclusive Community: More than an inner spark, our Purple Fire forges a community where everyone's seen, heard, and valued. It's our diversity – of thought, background, and culture – that fuels this fire, creating an impactful, united, and passionate collective that aims to create and inspire.
Company HQ
399 Boylston Street Ste 800 Boston, MA 02116
Articles
Leadership
Romain Fouache
(CEO)Previously the Managing Director at Arbiom before working several positions at Dataiku, including VP of Strategy, COO and CRO. They worked at Dataiku for 7 years total before becoming CEO of Akeneo.
Benoit Jacquemont
(CTO & Co-Founder)Previously worked for over 12 years at Smile in many different roles before becoming the CTO of Akeneo. These titles include Project Manager, PHP Technical Director and CTO of Smile Group.
Fred de Gombert
(President & Co-Founder)Previously founded and was CEO of Manalee before working at Smile as a Pre-Sales Engineer and later E-commerce Director. They worked at Smile for over 7 years before co-founding Akeneo.
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