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MaintainX, now part of Autodesk Operations Solutions, is a mobile-first work execution platform used by 13,000+ customers including Duracell, McDonald's, Shell, DHL and Volvo to manage 13.9 million assets and 79.5 million work orders.
You will be a Product Support Representative establishing MaintainX's EMEA support team, supporting customers across Europe during business hours. This is a hands-on individual contributor role focused on learning the platform, delivering accurate and timely support, and managing competing customer needs. You will work independently within established processes, with coaching from the existing North American Advanced Support team as the EMEA team grows.
Key responsibilities include:
- Own customer requests end-to-end: from initial response through investigation, resolution and follow-up via written support and calls
- Troubleshoot product behavior and workflows across web and mobile applications; distinguish configuration questions from defects
- Manage the EMEA support queue, prioritizing by business impact and urgency while maintaining accurate case records
- Provide continuity for selected strategic accounts: learn their configuration, track open cases, join customer discussions, coordinate follow-up with Customer Success
- Escalate issues with useful evidence (customer impact, reproduction steps, testing performed) while maintaining ownership of customer communication
- Own daily follow-the-sun handoffs to the North American team: highlight urgent cases, document findings and next actions, confirm ownership
- Balance casework, account commitments and learning; surface capacity conflicts early
- Turn repeated questions and issues into better knowledge articles and product feedback
Success is measured by customer satisfaction, accurate help and clear updates, steady case progress, preserved context in handoffs, and met strategic-account commitments.
REQUIREMENTS:
- 5+ years of independent experience supporting business customers using SaaS products, or equivalent relevant experience
- Structured troubleshooting approach: establish impact, gather evidence, test explanations, verify results
- Clear written and spoken English; ability to guide both frontline users and experienced administrators
- Demonstrated ownership of complex cases, managing expectations and coordinating escalations independently
- Confidence leading customer troubleshooting calls and explaining investigation status and timelines
- Sound judgment balancing urgent queues, account commitments and dependent work
- Judgment in escalation decisions based on business impact, urgency, commitments and delay risk
- Experience with ticketing systems and maintaining records for colleague handoff
- Curiosity, receptiveness to feedback, ability to learn changing products quickly
- Demonstrated AI fluency: built something with low-code/no-code tools (custom GPTs, Gemini, Claude) to solve a real problem at work or personally
NICE TO HAVE:
- Enterprise customer support or named support contact experience
- Hands-on experience with Intercom, Zendesk, Linear, Notion, Intryc or Assemble
- Follow-the-sun support model experience or handoff process design/improvement
- Spreadsheet-based investigation of imports, exports and reporting
- Familiarity with APIs, integrations, authentication or diagnostic tools
- Industrial operations, maintenance, manufacturing, field operations or asset-management experience
- Additional European languages (French, Spanish, Italian)
