Akeneo is the leading AI-powered Product Data Platform that helps brands, manufacturers, distributors, and retailers unify product data and pricing to power better product experiences, smarter decisions, and business growth in an AI-driven commerce world.
We're all about experience - from the best-in-class product we build to the inspiring environment we create for our employees. You'll grow in a dynamic environment where your ideas and expertise will make an impact from day one. Our flexible work model empowers you to thrive, balancing professional success with personal fulfilment. At Akeneo, you’ll be part of a supportive and collaborative team that values open communication, shared successes, and meaningful relationships.
Learn more about our culture and values via our Career page.
Job descriptionWe are looking for a Product Support Analyst to join our growing team in Boston who will have a hands-on approach, become an expert on Akeneo’s products and help our clients and partners unlock growth through the power of our Product Experience Management (PXM) solutions.
Our squad is filled with dedicated and passionate people who take pride in going the extra mile to deliver the best customer experience with team members based in Boston, Nantes & Sydney.
Respond to functional and technical requests in an empathetic, accurate, and timely manner from the Jira Service Desk portal.
Coordinate the technical qualification of bugs and questions with our Support Software Engineers and the patch releases with our maintenance leaders.
Carry the resolution of support requests from start to finish, displaying strong internal collaboration to deliver the best customer experience to our clients and partners.
Contribute actively to the ongoing learning and success of the Customer Product Support team, helping to achieve team goals and successes.
Build on customer and partner feedback by improving our functional and technical documentation.
Engage in the on-call duties to effectively support our clients in enhancing their product experience.
Collaborate with the rest of the product squads to test new features and bug fixes, and help to surface meaningful customer feedback.
You have at least +3 years of experience in the SaaS Support field. You naturally look for all resources possible to make a difference and grow our customers' happiness.
You love solving puzzles. You can quickly learn and can easily explain technical problems clearly.
You regularly use tools like Datadog for logs and Postman for API calls to further investigate and identify the root cause of behaviors.
You know how to communicate effectively with internal/external stakeholders, and you believe cross-continental communication is a fun challenge.
You are proactive, autonomous, self-motivated, and resourceful. You love being challenged, and you enjoy being involved in multiple tasks.
You have experience working with Jira Service Desk or other ticketing systems, Datadog, and GitHub.
You don't need to tick every box. We strongly encourage candidates from all backgrounds to apply. If you are excited about this opportunity but your experience is slightly different, we still want to hear from you!
Interview process30-minute screening call with a member of our Talent Acquisition team
60-minutes call with the hiring manager
Technical test
60-minute Behavioural interview
- Work-Life Balance: Enjoy 25 days of annual leave with flexible working hours, and a hybrid setup allowing 3-4 days working from home. Option to Work from Anywhere for up to 30 days per year.
- Home Office & Commuting Allowance: Enjoy a $600 budget to enhance your home office and an $80 monthly sustainable transportation allowance for eco-friendly commuting.
- Generous Parental Leave: Benefit from 16 weeks of paid maternity leave, 4 weeks of paid leave for the second parent. A gradual return to work program is also available.
- Community & Support: Engage in 2 paid volunteering days annually and join Employee Resource Groups dedicated to promoting diversity and inclusion within the company.
- Professional Development: Access a $1,000 annual budget for personal professional development and take advantage of career paths, internal mobility opportunities, and a "Women in Leadership Programme."
- Comprehensive Onboarding: Start on the right foot with a structured company onboarding program.
- Health & Insurance: Receive 100% employer contribution for employees and their dependents for medical, dental, and vision benefits up to the set caps.
- Financial Security: Benefit from a 401k with a 4% company match and short as well as long-term disability insurance.
- Mental Health Support: Access individual and confidential sessions with a mental health practitioner or coach of your choice.
For more information about benefits, don’t hesitate to contact our Talent Acquisition team.
Skills Required
- At least 3 years of experience in SaaS support
- Experience using Datadog for log investigation
- Experience using Postman for API calls
- Experience with Jira Service Desk or other ticketing systems
- Experience with GitHub
- Ability to explain technical problems clearly
- Effective communication with internal and external stakeholders
- Ability to work proactively, autonomously, and resourcefully
What the Team is Saying
Akeneo Compensation & Benefits Highlights
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Healthcare Strength — U.S. roles list 100% employer contribution for medical, dental, and vision up to set caps, plus company-paid short- and long-term disability. Recent materials also highlight expanded mental-health support across regions.
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Parental & Family Support — Policies include generous paid parental leave with a gradual return-to-work program, with specifics tailored by location. Family support is positioned as a core part of the package.
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Leave & Time Off Breadth — Offerings include about 25 days of annual leave for U.S. roles, hybrid work with work-from-anywhere options, and two paid volunteering days. These provisions emphasize work-life balance and community engagement.
Akeneo Insights
What We Do
Akeneo is the Product Experience (PX) company and global leader in agentic-first Product Cloud solutions, providing the foundational operating system for the AI-powered commerce era. With its Product Cloud, Akeneo enables brands, manufacturers, distributors, and retailers to centralize, govern, and orchestrate their product information, transforming fragmented data into trusted, actionable assets. With the integration of PricingHUB, Akeneo extends its platform beyond product data to unify product data and pricing — the two signals that drive discovery, conversion, and business performance. Together, Akeneo helps organizations move from managing product information to making better business decisions, aligning what they sell and how they sell it to compete and win in a rapidly evolving, AI-driven market. Leading global brands, including Chico’s, TaylorMade Golf, Rail Europe, and more, trust Akeneo to scale their commerce initiatives and deliver consistent, high-performing product experiences.
Why Work With Us
We’re all about experience - from the best-in-class product we build to the inspiring environment we create for our employees. You’ll grow in a dynamic environment where your ideas and expertise will make an impact. You’ll be part of a supportive and collaborative team that values open communication, shared successes, and meaningful relationships.
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Akeneo Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Get the work-life balance you need with flexible working hours and the option of working from home 3 to 4 days a week.
