Product Support Specialist

Grata Intelligence; Stockholms kommun; Hybrid; SEK 480,000 - 720,000; Full time

Job summary

Grata Intelligence is hiring a Product Support Specialist to handle front-line inquiries and complex escalations, guiding customers from first contact to resolution. You will develop deep platform expertise for the Valu8 transition to Grata, provide empathetic real-time guidance, and collaborate with Product, Engineering, and Customer Success to improve support processes.

The role emphasizes strong problem-solving, adaptability in a fast-paced setting, and a proactive, collaborative approach to

Qualifications

• 2+ years in technical or product support, customer success, or similar in a SaaS environment.
• Proven ability to troubleshoot complex product issues across technical and non-technical domains.
• Strong written and verbal communication skills for explaining tech issues to non-technical audiences.
• Excellent critical thinking and analytical skills to identify root causes from limited data.
• Comfortable with live chat and real-time communication; able to think quickly and remain calm under pressure.
• Adaptable to changing priorities in a fast-paced, iterative product environment.
• Autonomous, proactive, and a strong team player with process orientation.
• Familiarity with SQL, APIs, and log analysis.

Responsibilities

• Develop deep product expertise to troubleshoot and resolve customer issues, bridging end users and internal teams.
• Provide live chat coverage during support hours with real-time guidance and empathetic assistance.
• Analyze data from customer tickets and recommend product improvements to reduce recurring issues.
• Monitor SLAs for response and resolution times to meet or exceed expectations.
• Own the incident lifecycle from identification to resolution and post-mortem.
• Contribute to documentation to improve self-service and ease future issue resolution.
• Collaborate cross-functionally to improve incident response processes and reduce ticket volume.
• Own the bug backlog, prioritization, and escalation points to Product and Development teams.

Skills

Troubleshooting

Written communication

Analytical thinking

Cross-functional collaboration

Customer empathy

Adaptability

Problem solving

Tools

SQL

APIs

Log analysis

Job description

In 2026 Grata and Valu8 joined forces under Datasite. Together we are the leading private market dealmaking platform. We make it easy to find, research, and engage with private companies. Our platform has the most comprehensive, accurate, and searchable proprietary data on private companies, their financials, and their owners.

We help leading investors (PE/growth), investment bankers, management consultants, and corporate development teams discover and win more deals. We’re looking for an experienced Product Support Specialist who has managed bug triage, internal and external escalations, and has technical problem-solving skills—all with a keen eye toward delivering a high-quality customer experience.

In this role, you’ll handle both front-line inquiries and complex escalations, ensuring a seamless experience from first contact to resolution. Early on you will develop deep expertise on the Valu8 platform in order to best help our customers with the transition to the Grata platform. We’re seeking someone with strong critical thinking skills, adaptability in a fast-paced environment, and the confidence to handle live chat interactions, emails, and more.

Our ideal candidate loves solving problems, is naturally curious, and is eager to collaborate across Product, Engineering, and Customer Success to drive improvements in both product performance and support processes.

Grata is a hybrid company, which means our employees work from our Stockholm office Mondays, Tuesdays, and Thursdays.

At Grata, we will expect you to:

• Develop deep product expertise to effectively troubleshoot and resolve customer issues, bridging the gap between end users and internal teams.
• Provide live chat coverage during scheduled support hours, delivering real-time guidance and empathetic assistance to users.
• Analyze data from customer tickets and make recommendations to the Product team on possible improvements to reduce recurring support needs.
• Monitor and manage SLAs for response and resolution times, ensuring all customer interactions meet or exceed expectations.
• Own the incident lifecycle—from identification and analysis through to resolution and post-mortem review—ensuring that every issue is fully understood and properly communicated.
• Contribute to documentation by building internal and customer-facing resources that improve self-service and streamline future issue resolution.
• Collaborate cross-functional with internal stakeholders to improve incident response processes and reduce recurring support volume.
• Own the bug backlog, prioritization, and escalation points to the Product and Development teams.

What we are looking for:

• 2+ years of professional experience in technical or product support, customer success, or a related role in a SaaS or software-driven environment.
• Proven ability to troubleshoot complex product issues across technical and non-technical domains.
• Strong written and verbal communication skills—able to clearly explain technical issues to non-technical audiences.
• Excellent critical thinking and analytical skills; able to identify root causes and patterns from limited data.
• Comfortable in live chat and real-time communication environments—you think quickly and communicate calmly under pressure.
• Demonstrated ability to adapt to changing priorities and processes in a fast-paced, iterative product environment.
• Autonomous, resourceful, and a proactive self-starter, while also remaining process-oriented and a strong team player.
• Familiarity with SQL, APIs, log analysis.