Product Support Specialist

Datarails
United States
Workplace: RemoteFull timeUSD 85,000 - 110,000 annuallyFunction: Customer Support (Service Desk)Experience: 2-4 yearsSkills: ["Customer-first mindset","Troubleshooting","Communication","Proactive problem-solving"]

Own inbound, complex Datarails customer issues and act as the first point of contact via Zendesk across chat, email, and web forms. Troubleshoot, follow up, and route unresolved tickets to the next support level while collaborating with CS, Product, and R&D to deliver a high-quality customer experience. Build and refine the knowledge base so customers can resolve issues independently.

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FursaFursa
Datarails
Datarails
5 months ago

Product Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Own inbound, complex Datarails customer issues and act as the first point of contact via Zendesk across chat, email, and web forms. Troubleshoot, follow up, and route unresolved tickets to the next support level while collaborating with CS, Product, and R&D to deliver a high-quality customer experience. Build and refine the knowledge base so customers can resolve issues independently.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Serve as the initial point of contact for Datarails questions from customers and internal stakeholders via Zendesk (chat, email, and web form).
  • •Troubleshoot incoming issues, provide first responses, and complete follow-ups with customers.
  • •Monitor and manage tickets: process, respond, and escalate unresolved issues to the next support level.
  • •Support and engage customers to deliver high satisfaction, advocacy, and loyalty.
  • •Expand and refine the company knowledge base to help users resolve issues independently.

Pay and Benefits

Salary: USD 85,000 - 110,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kParental LeavePaid LeaveLife Insurance

Key Requirements

  • •2-4 years of experience in product support, help desk, or technical customer success in a SaaS environment, resolving complex issues and driving customer satisfaction.
  • •Advanced Excel skills including formulas, Vlookup, and Pivot Tables.
  • •Strong troubleshooting ability for advanced technical problems in a fast-paced environment.
  • •A customer-first mindset with the ability to explain complex concepts to non-technical audiences.
  • •Familiarity with the software development life cycle and Agile methodologies.
Experience:2-4 yearsSaaSCustomer support
Skills:Customer-first mindsetTroubleshootingCommunicationProactive problem-solving
Languages:English
Tech Stack:ZendeskJiraExcelVlookupPivot TableAgile

Company Brief

Datarails
Provides an FP&A platform that automates budgeting, forecasting, reporting, and financial planning for finance teams. It connects data from spreadsheets and business systems to help organizations analyze performance and make faster decisions.
Industry: SaaS
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Headquarters: New York, United States
Founded: 2015
WebsiteLinkedIn