Product Support, Senior Engineer

Overview

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.

The Role and Team As a Product Support, Senior Engineer, you will play a pivotal role in fostering strong customer relationships and ensuring the seamless resolution of technical support issues for our clients. You will be the vital technical and cultural bridge between our customers, Professional Services (PS), Product Management, and Engineering, creating a streamlined approach to customer satisfaction. You will be locally based in Japan, deeply embedding yourself in the context of our clients' programs to advocate for their needs, manage critical escalations, and drive technical resolutions.

Responsibilities

End-to-End Regional & Global Support:

• Review, diagnose, and resolve incoming technical support tickets primarily for Japanese and Korean customers and administrators (alongside global accounts), collaborating closely with Engineering and Professional Services to deliver world-class issue resolution and customer satisfaction.

Escalation Management & Resolution

• Facilitate High-Priority Resolution: Acknowledge, respond to, and manage critical technical escalations, providing clear updates and defined next steps through to final resolution.
• Stress Management: Maintain a calm, authoritative, and reassuring presence during high-pressure downtime or critical system events.

Account Oversight & Case Health

• Drive Support and Engineering Ticket Progress: Monitor active queues to ensure continuous progress is being made and that regular, meaningful updates are provided on all open cases.
• Support Documentation: Prepare comprehensive Support Issue Summaries and tailored technical communications for the customer when applicable.

Qualifications

Minimum Qualifications

• 3+ years of experience working in a technical, support, or customer service focused environment.
• 3+ years of experience with evaluating and troubleshooting technical issues and explaining resolutions in a simple way.
• Good understanding of Excel, JavaScript, XML, HTML and CSS.
• Japanese Fluency: Native or bilingual fluency (written and spoken) with a deep understanding of Japanese business etiquette and regional customer culture.
• English Fluency: Professional fluency (written and spoken) to seamlessly collaborate with global engineering, product, and support teams.
• Experience facilitating communications regarding complex customer escalations from identification to resolution for clients in a variety of industries.
• Demonstrated ability to solve problems, evaluating and troubleshooting technical issues and explaining resolutions in simple ways.
• Must be permanently based in Japan.

Preferred Qualifications

• Experience working with SaaS technologies and platforms
• Experience with the Medallia platform and Salesforce Service Cloud.
• Demonstrated ability to manage high-stress escalation scenarios with enterprise-level clients, maintaining a solution-oriented mindset.