Customer Support Specialist - EDI & Integration Platform

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.