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