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MaintainX, now part of Autodesk Operations Solutions, is a mobile-first work execution platform serving 13,000+ customers including Duracell, McDonald's, Shell, DHL and Volvo. The platform manages 13.9 million assets and 79.5 million completed work orders.
You will establish and support the EMEA customer support team, handling the full range of incoming customer questions, product issues and escalations during European business hours. This is a hands-on individual contributor role with planned overlap with the North American support team.
Key responsibilities include:
- Own customer requests end-to-end: from initial response through investigation, resolution and follow-up via written support and customer calls
- Troubleshoot product behavior and workflows across web and mobile applications, distinguishing configuration questions from potential defects
- Manage the EMEA support queue, prioritizing by business impact and urgency while maintaining accurate case records
- Provide continuity for selected strategic accounts by learning their configuration, tracking open cases and coordinating with Customer Success Managers
- Escalate issues with clear evidence: customer impact, affected users/sites, reproduction steps and testing performed
- Own daily follow-the-sun handoffs to the North American team, highlighting urgent cases and documenting investigation findings
- Balance casework, account commitments and learning; surface capacity conflicts early
- Convert repeated questions and product issues into improved knowledge articles and product feedback
Success is measured by customer satisfaction, accurate help delivery, steady case progress, reliable handoffs and strategic account commitments. As product knowledge grows, you will take on more complex investigations and a defined strategic-account portfolio, helping shape practices for the new regional team.
REQUIREMENTS:
- 5+ years of experience independently 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 queue, account commitments and cross-team dependencies
- Demonstrated judgment in escalation decisions based on business impact, urgency and risk
- Experience with ticketing systems and maintaining records for colleague handoff
- Curiosity, receptiveness to feedback and 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
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
- Spreadsheet-based investigation of imports, exports and reporting
- Familiarity with APIs, integrations, authentication or diagnostic tools
- Industrial operations, maintenance, manufacturing or asset-management background
- Additional European languages (French, Spanish, Italian)
