Product Support Representative

About the role

We are hiring a Product Support Representative to help establish our EMEA support team. You will support customers across Europe during their working day, handling the full range of incoming questions, product issues and escalations. You will also become a trusted product-support partner for selected strategic accounts, learning their workflows and helping their Customer Success Managers keep important work moving.

This is a hands-on individual contributor role. Your early focus will be learning MaintainX, delivering accurate and timely support, and building the judgement to manage competing customer needs. You will work independently within established support and escalation processes, with coaching from our existing Advanced Support in NAMER team as the EMEA team grows.

What you will do

• Own customer requests from the first meaningful response through investigation, resolution and follow-up, using written support and customer calls as needed.

• Troubleshoot product behavior and customer workflows across our web and mobile applications. Ask clear questions, reproduce issues, distinguish configuration questions from potential defects, and explain practical next steps.

• Manage the EMEA queue across customer segments. Prioritize by business impact, urgency and service commitments while keeping customers informed and maintaining accurate case records.

• Provide continuity for selected strategic accounts. Learn their configuration and critical workflows, track open cases and recurring issues, join focused customer discussions, and coordinate agreed follow-up with Customer Success.

• Escalate with useful evidence: customer impact, affected users or sites, reproduction steps, what you have tested, and the help required. Maintain ownership of customer communication while specialist teams investigate.

• Own the daily follow-the-sun handoff to the North American (NAMER) team as its working day begins. Highlight urgent, high-impact or at-risk cases, document investigation findings, next actions and the next customer update due, and confirm ownership with the receiving team so work continues across time zones.

• Balance casework, account commitments and learning. Surface capacity conflicts early and agree priorities with your manager and teammates.

• Turn repeated questions and product issues into better knowledge articles, troubleshooting guidance and feedback for Product and Engineering.

What you will bring

• Experience independently supporting business customers using SaaS products, typically developed through 5 or more years in product or technical support, or equivalent relevant experience.

• A structured approach to troubleshooting: establish impact, gather evidence, test explanations and verify the result before considering an issue resolved.

• Clear written and spoken English, with the ability to guide both frontline users and experienced customer administrators through a problem.

• Evidence of owning complex cases, managing expectations and coordinating escalations without waiting for someone else to drive each next step.

• Confidence leading a customer troubleshooting call and explaining what is known, what is still being investigated and when the customer will hear from you again.

• Sound judgement when balancing an urgent queue, important account commitments and work that depends on another team.

• Demonstrated judgement in deciding which unresolved cases need immediate escalation, an active handoff or routine follow-up, based on business impact, urgency, customer commitments and the risk of delay.

• Experience using a ticketing system and maintaining records that another colleague can act on without repeating the investigation.

• 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 (e.g., custom GPTs, Gemini, Claude) to solve a real problem, at work or on your own time

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 is also helpful; you do not need to have used every tool in our stack.

• Hands-on experience in a follow-the-sun support model, coordinating handoffs between regional teams and maintaining continuity of case ownership across shifts. Experience designing or improving these handoff processes is particularly valuable.

• Investigating imports, exports and reporting questions using spreadsheets or similar tools.

• Familiarity with APIs, integrations, authentication or diagnostic tools. We will provide training in MaintainX-specific troubleshooting and deeper diagnostics.

• Experience with industrial operations, maintenance, manufacturing, field operations or asset-management workflows or experience working in that environment

• Additional European languages, such as French, Spanish, or Italian.

How we work and measure success

These roles cover EMEA weekday business hours with planned overlap with our North American team. Clear handoffs, reliable follow-through and timely escalation are essential parts of the role.

Success means customers receive accurate help and clear updates, cases make steady progress, handoffs preserve context, and strategic-account commitments are met. We assess customer satisfaction and response and resolution outcomes alongside case complexity, support quality, account responsibilities and the time available for casework.

As your product knowledge grows, you will take on more complex investigations and a defined strategic-account portfolio. You will have the opportunity to help shape the practices of a new regional team while learning from our established support organization.