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.
About us
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.
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