EU SaaS Product Support Specialist

Rocketlane; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Industry-first HSA benefits

Flexible time off

Best-in-class benefits

Job summary

Rocketlane is hiring a Product Specialist to provide fast, expert support to our European customers. You will diagnose product and integration issues, guide complex configurations, and ensure customers receive clear, actionable answers for a great experience.

You’ll reproduce bugs, troubleshoot API calls, and collaborate with Product, Engineering, and Customer Success to resolve cases and enhance the support experience as we grow our EU presence.

Qualifications

• Degree in a technology-related field.
• 2–4 years of experience in Product Support or similar.
• Strong understanding of APIs, webhooks, and SaaS platforms.
• Experience with ticketing platforms like Freshdesk, Zendesk, or similar.

Responsibilities

• Receive and triage cases across email, phone, and web, prioritizing against SLAs.
• Diagnose and resolve product, configuration, and integration issues (Salesforce, Jira).
• Troubleshoot API and webhook issues by reproducing problems and reviewing logs.
• Escalate critical issues with full context to Product Support and Engineering.
• Educate customers on product features and best practices.
• Train customers on platform basics and provide guided implementation go-live.
• Document bugs and feature requests with clear reproduction steps.
• Collaborate with cross-functional teams to resolve complex cases and improve processes.

Skills

APIs & webhooks

Postman

Customer-facing support

SaaS knowledge

Education

Technology-related degree

Tools

Freshdesk

Zendesk

Salesforce

Jira

Job description

Rocketlane is hiring a Product Specialist to provide fast, expert support to our European customers. You will diagnose product and integration issues, guide complex configurations, and ensure customers receive clear, actionable answers for a great experience.

You’ll reproduce bugs, troubleshoot API calls, and collaborate with Product, Engineering, and Customer Success to resolve cases and enhance the support experience as we grow our EU presence.