Customer Support Specialist - EDI & Integration Platform

Job Description

Your mission Customer Support & Technical Troubleshooting Provide 1st and 2nd level technical support for B2B customers using our cloud platform Diagnose, troubleshoot, and resolve technical incidents in a cloud environment Participate in follow-the-sun support coverage, coordinating handoffs with our German support and development teams Customer Onboarding & Enablement Lead technical onboarding for new customers on our cloud platform Configure and support standard integration methods including Cloud EDI, APIs, SFTP, AS2, and AS4 Guide customers through setup and best practices for successful implementation Process Development & Collaboration Partner closely with implementation and development teams across time zones Help build and refine scalable support and onboarding processes as we grow Contribute ideas for improving customer experience and operational efficiency Your place in our team Join our growing US support team as a foundational member with significant autonomy and impact. You'll be instrumental in shaping how we support customers, scale our operations, and establish eddyson as a trusted partner in the US market. This role offers the unique opportunity to work at the intersection of technical problem-solving and customer success while collaborating with our experienced team in Germany. Your key to success Required: Experience with B2B integrations, EDI, or related technologies Technical aptitude with cloud platforms and integration protocols (APIs, SFTP, AS2/AS4) Strong problem-solving skills and ability to troubleshoot technical issues independently Excellent communication skills with both technical and non-technical audiences Comfortable working in a startup-like environment within an established company Self-motivated with high ownership and accountability Preferred: Previous customer-facing support or implementation experience Familiarity with EDI standards (X12, EDIFACT, etc.) Experience with ticketing systems and support workflows Background in SaaS or cloud-based solutions Why us? Benefits & Compensation Health & Wellness: 100% company-paid health, vision, and dental insurance (employee coverage) Dependent coverage available for health, vision, and dental plans (at employee cost) Company-paid life insurance Long-term disability insurance Financial & Retirement: 401(k) retirement plan Time Off: Paid time off (PTO) Paid holidays Why Join eddyson US Growth Stage : Be an early team member with real impact on how we build and scale Autonomy : High degree of ownership and decision-making authority Global Collaboration : Work with experienced colleagues across the US and Europe Modern Technology : Cloud-native platform built for the future of B2B integration Market Opportunity : Join us during a pivotal growth phase in the US market Location & Work Environment This position is based in Atlanta, GA. We value collaboration and expect regular in-office presence while maintaining flexibility for focused work.