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.