Product Support Representative
Core
Support customers across Europe for MaintainX, a mobile-first work execution platform for industrial and frontline teams, handling inquiries, troubleshooting, and escalations.
Role type
Senior IC Product Support Representative
Builds
Customer trust and operational continuity for strategic accounts within the EMEA region
Domain
Industrial operations, asset management, and field service software
Required skills
SaaS product support experience, structured troubleshooting, written and spoken English, ticketing system proficiency, follow-the-sun handoff coordination, knowledge base creation, strategic account management, complex case ownership, business impact prioritization, AI fluency (low-code/no-code tools)
Preferred skills
Enterprise customer support experience, Intercom/Zendesk/Linear proficiency, follow-the-sun model experience, spreadsheet analysis, API/integration familiarity, industrial operations domain knowledge, additional European languages (French, Spanish, Italian)
Technologies
MaintainX, Intercom, Zendesk, Linear, Notion, Intryc, Assemble, GPTs, Gemini, Claude
Responsibilities
Own customer requests from first response through resolution and follow-up; troubleshoot product behavior and workflows across web and mobile apps; manage the EMEA support queue by prioritizing business impact and urgency; provide continuity for strategic accounts by learning workflows and tracking open cases; escalate issues with evidence and maintain communication ownership; execute daily follow-the-sun handoffs to the North American team; convert repeated issues into knowledge articles and feedback for Product/Engineering
Seniority
Mid-to-Senior, hands-on IC