Product Support Analyst

Akeneo is a global leader in Product Experience Management (PXM) and Product Information Management (PIM) solutions that help merchants and brands deliver a compelling customer experience across all sales channels, improve product data quality and simplify product catalog management.
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 Humility, Benevolence, Openness, Innovation and Beer (aka. comradery) 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 Sydney The Support team members are based in Nantes, Boston, and Sydney and are part of the Product department. The team is filled with dedicated and passionate people who take pride in going the extra mile to deliver the best customer experience.
**More precisely, your main responsibilities will be to**:

- Distribute and deal with technical and functional 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 to improve our functional and technical documentation
- Contribute to the ongoing learning and success of the Support team to help achieve team goals and successes
- Work with the product teams to test new features and bugfixes and help surface meaningful customer feedback

**Qualifications**
- You have at least* two years of experience* in the IT Support field. You believe that every bit of work makes a real difference in making our customers happy
- You show a solid **analytical aptitude** - you can quickly learn and explain technical problems succinctly and clearly
- You don’t necessarily write and deploy your own React-based, CSS-heavy responsive sites, but you are **not afraid of the technology**:

- You know how to **communicate efficiently **with internal/external stakeholders, and you believe cross-continental communication is a nice challenge
- You are **proactive, autonomous, self-motivated**, resourceful, and enjoy being involved in multiple tasks
- You have already worked with **Jira Service Desk** and Github or other ticketing systems

**Life at Akeneo**
**Culture**
Diverse, cross-cultural team.
Annual All Staff gathering week, office parties, team offsite
Once a year, travel to another office location for a period of 2 weeks
Top-notch 8-week onboarding program for new teammates, including live presentations, online courses you can take at your own pace, and an exhaustive checklist with all the resources, calls-to-action and support contacts for a smooth integration into the company
**General**
Get the basics right with a competitive package
**Time off**
Flexible working hours, global home office policy
Take the time you need to welcome a new family member with 16 weeks of maternity leave (30 days if you are the second parent)
**Health & Wellness**
Individual and confidential coaching sessions with a mental health practitioner of your choice
*
Equipment*
Best-in-class communication and collaboration tools: Slack, Notion, Google Suite, Jira, GitHub...
Choice of a Mac or a Windows laptop
Personal remote allowance to maximize your home office environment
**Professional Development**
Participation in in-house events welcoming external guests (ie. Meetups) or industry events
‍ Group and individual training opportunities
‍ Attendance at a yearly business or tech conference of your choice
*
Corporate Responsibility*
Employee Volunteering programme: give back to the community with two days per year dedicated to supporting the charities of your choice.

‍‍ Akeneo is committed to providing a friendly, safe, and welcoming environment for everyone who works for or with us, regardless of gender identity and expression, sexual orientation, disability, physical appearance, medical condition, race, age, family status, religion (or lack thereof) and other personal features and preferences. We create the right conditions for you to feel safe and be yourself
**Interview process**
- Meet your future manager This 45-60 minute interview will allow you to go in more depth into what the role entails and discuss your experience and skills.
- Meet the team Project yourself into the reality of the position and confirm our company culture fits you with one or two additional interviews with y