Product Support Representative
IE · Dublin · Remote · Full-time
需覆盖欧洲工作日，与北美团队有重叠工作时间
EUR 36,700-53,900/yr ≈ ¥286,260-420,420/yr
AI summary
About the company
MaintainX是面向工业和一线团队的移动优先工作执行平台，拥有超1.3万家客户，2026年8月加入Autodesk，属于Autodesk运营解决方案部门。
Role overview
该岗位为全职远程产品支持代表，隶属于MaintainX（已加入Autodesk）的EMEA支持团队，负责欧洲客户的产品问题处理、工单管理、与北美团队的跨时区交接，同时对接战略客户，推动支持流程优化，目标是提升客户满意度与服务效率。
Responsibilities
- 处理欧洲客户的产品问题、工单及升级请求
- 负责EMEA队列工单，按业务影响优先级管理
- 对接战略客户，学习其工作流程并协调客户成功团队
- 每日与北美团队完成跨时区工单交接
- 将重复问题转化为知识库文章及产品改进反馈
- 独立处理复杂客户案例并协调升级
Requirements
- 5年以上SaaS产品或技术支持相关经验
- 具备结构化的故障排查方法
- 流利的英语读写与口语表达能力
- 拥有处理复杂客户案例及协调升级的经验
- 会使用工单系统并维护可复用的记录
- 具备AI应用能力（如用低代码工具开发解决实际问题）
- 快速学习变化中的产品的能力
Nice to have
- 有企业客户支持或客户成功对接经验
- 熟悉Intercom、Zendesk等客户支持工具
- 有跨时区团队交接的支持模式经验
- 有工业运营、资产管理相关工作经验
- 掌握法语、西班牙语等欧洲语言
Pay & benefits
- 基础薪资€36.7K–€53.9K，含奖金
- 可能包含佣金、年度奖金及股权
- 不同国家有差异化的健康、退休及假期福利
Notes for China-based candidates
- 岗位为远程，可面向全球候选人
- 需覆盖欧洲工作日，与北美团队有重叠时间
- 结算相关细节需咨询招聘人员
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Excerpt
MaintainX is a leading mobile-first work execution platform for industrial and frontline teams. More than 13,000 customers , including Duracell, McDonald's, Shell, DHL and Volvo, use MaintainX to cut unplanned downtime and run better operations, across 13.9 million managed assets and 79.5 million…
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