Product Support Specialist



Product, Customer Service
United States · Remote
Posted on Tuesday, June 4, 2024

Product Support Specialist

  • Customer Success
  • Remote - US
  • Intermediate
  • Full-time


Datarails is the financial planning and analysis platform that automates data consolidation, reporting and planning, while enabling finance teams to continue using their own Excel spreadsheets and financial models. Datarails integrates with the most popular accounting software, ERPs and CRMs so all your data can be consolidated. Reduce risk, make informed decisions,and ensure stakeholders have the most reliable data at their fingertips. Transform your Excel into a lean, mean, FP&A machine.

About The Role

We're looking for empathetic, self-motivated candidates ready to take their next career step and grow with us! We’re looking for a Product Support Specialist with a huge passion for technology to join our growing Customer Success team in the US!

As our inbound Product Support Specialist you will be working together with the CS team and R&D team to execute a well-designed onboarding experience and ongoing support for our customers.

If you are looking for a fantastic opportunity to join a small team with lots of room for growth and impact, we would love to meet you!

This is a 100% remote position based anywhere in the US or Canada in pacific or mountain time zones. Hours will primarily be your local hours with early (6-7am pacific time) meetings 1-2x/week. No sponsorship or relocation assistance are available at this time.

What You'll Do

  • Respond to inbound user support tickets via Zendesk
  • Work with R&D engineers/Product and other team members to resolve user issues effectively (JIRA/Salesforce)
  • Build and improving support processes. For example, how to best use our ticket system for sorting tickets, internal and user-facing documentation, feedback from support to inform product development, and more. (Zendesk, Google Drive, JIRA, etc)

What We Need

  • 1-3 years of experience in IT support, help desk, technical customer success, or product support in a SaaS environment.
  • Excellent communication skills with the ability to translate complex concepts into concise, simple explanations for non-technical audiences.
  • Ability to work effectively in a fast-paced environment, while prioritizing and managing multiple tasks.

Bonus points for:

  • Candidates with prior startup experience.
  • Candidates with knowledge and in advanced Excel functions (formulas, VLOOKUP, Pivot Table, Power Query, and complex models).
  • Major bonus points for candidates who have experience supporting multiple products at once or one very complex product with multiple UI’s/Interfaces (e.g. Web, iOS, Android, or Excel-related)

What We Offer

  • Target salary is $75-90k annually, depending on skillset, years and relevance of experience, and location.
  • Top-of-the-line healthcare (medical, vision, and dental), with 100% paid coverage for you and 80-100% paid coverage for your dependents, or extended medical coverage options for Canadian employees
  • 12 paid company holidays/year + sick leave, flexible/unlimited vacation, and parental leave policy!
  • 401k with up to 4% match, or 4% RRSP contributions for our Canadian employees
  • Life insurance
  • Equity
  • Perks include: mental health & wellness services, HSA + FSA options, commuter benefits for hybrid employees, and more!

EEO Statement

We want to make sure everyone has an equal chance to participate and make a difference. DataRails is an equal opportunity employer and prioritizes building a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants of any type and do not discriminate based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state, and local laws. DataRails’ policy is to comply with all applicable laws related to nondiscrimination and equal opportunity and will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.