Product Support Representative

The role

You will support customers across Europe by handling incoming questions, product issues, and escalations. You will also act as a support partner for selected strategic accounts to help maintain their workflows.

What you will do

• Own customer requests from first response through investigation, resolution and follow-up.
• Troubleshoot product behavior and customer workflows across web and mobile applications.
• Manage the EMEA queue by prioritizing business impact, urgency and service commitments.
• Provide continuity for selected strategic accounts by learning their configuration and workflows.
• Escalate issues with evidence including customer impact, affected users and reproduction steps.
• Own the daily follow-the-sun handoff to the North American team.
• Balance casework, account commitments and learning.
• Turn repeated questions and product issues into knowledge articles and feedback for Product and Engineering.

Required qualifications

• 5 or more years in product or technical support, or equivalent relevant experience supporting business customers using SaaS products.
• A structured approach to troubleshooting.
• Clear written and spoken English.
• Evidence of owning complex cases and coordinating escalations.
• Confidence leading a customer troubleshooting call.
• Sound judgement when balancing an urgent queue and account commitments.
• Demonstrated judgement in deciding which cases need immediate escalation or handoff.
• Experience using a ticketing system and maintaining records.
• Curiosity, receptiveness to feedback and the ability to learn a changing product quickly.
• Demonstrated AI fluency: you’ve built something with low-code or no-code tools to solve a real problem.

Nice to have

• Supporting enterprise customers or serving as a named support contact alongside Customer Success.
• Hands-on experience with Intercom, Zendesk or Linear, or comparable customer support and issue-tracking tools.
• Familiarity with Notion, Intryc or Assemble.
• Hands-on experience in a follow-the-sun support model.
• Investigating imports, exports and reporting questions using spreadsheets or similar tools.
• Familiarity with APIs, integrations, authentication or diagnostic tools.
• Experience with industrial operations, maintenance, manufacturing, field operations or asset-management workflows.
• Additional European languages, such as French, Spanish, or Italian.

Benefits

• Base pay
• Commission
• Annual bonus
• Equity

About the company

MaintainX is a mobile-first work execution platform for industrial and frontline teams. It became part of Autodesk in August 2026.