Product 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

About Rocketlane

Rocketlane is a fast-growing, innovative SaaS company making waves in customer onboarding and professional services automation. Our mission is to give B2B companies a smooth, consistent, and efficient way to onboard customers and manage client projects, reducing chaos and boosting customer satisfaction across industries. We’re a close-knit team of over 300 passionate professionals, all focused on building a product that teams love to use. ers.

About the Role

Rocketlane is looking for a Product Specialist to give our European customers fast, expert support in their own region. You will be the first line of technical expertise for customers using Rocketlane. You will diagnose and resolve product and integration issues, guide users through complex configurations, and make sure every customer gets clear answers and a great experience.

You are a curious problem solver who enjoys learning a product inside and out. Whether you’re reproducing a bug, troubleshooting an API call, or walking a customer through a workflow, you take ownership of the issue until it’s resolved and turn what you learn into knowledge that helps the next customer.

What will you do?

Technical Troubleshooting

• Receive and triage incoming cases across email, phone, and web, prioritizing them against defined SLAs.

• Diagnose and resolve product, configuration, and integration issues, including integrations such as Salesforce and Jira.

• Troubleshoot API and webhook issues by reproducing problems, reviewing logs, and isolating root causes.

• Escalate critical and business-impacting issues to the wider Product Support team and Engineering quickly and with complete context.

Customer Support and Enablement

• Deliver a consistent, responsive, and satisfying customer experience at every touchpoint.

• Educate customers on product features, configuration, and best practices so they get the most value from Rocketlane.

• Train customers on platform basics and provide progressive guidance through implementation and go-live.

• Set clear expectations and keep customers informed through every stage of their case.

Product Feedback and Knowledge

• Document bugs and feature requests with clear reproduction steps, impact, and supporting data for Product and Engineering.

• Create and maintain knowledge base articles, guides, and internal documentation based on recurring issues.

• Collate key metrics and data points to support reporting and analysis of customer satisfaction and support trends.

Team Collaboration

• Partner with Technical Account Managers, Customer Success, and Engineering to resolve complex cases.

• Contribute to process improvements that strengthen the support experience as we grow our EU presence.

• Share knowledge with teammates and help build the support function in a new region.

You should apply if you have:

• A degree in a technology-related field and 2 to 4 years of experience in a Product Support or similar customer-facing technical role, preferably at a B2B SaaS company.

• A solid understanding of APIs, webhooks, and SaaS platforms, with hands-on experience using tools like Postman.

• A structured approach to troubleshooting and isolating issues.

• Strong verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.

• A tech-savvy, customer-first mentality and enthusiasm for building customer loyalty.

• Excellent organizational skills, a diligent working style, and an eye for detail.

• Experience with ticketing platforms such as Freshdesk, Zendesk, or similar.

• A self-starter mindset and comfort working in a growing team where processes are still being built.

• Availability to work European business hours.

Nice to Have

• Experience with project management, professional services, or PSA software.

• Familiarity with SQL, browser developer tools, or low-code automation platforms such as Workato or Zapier.

Why join us?

At Rocketlane, we’re all about building a great product and a great place to work. Here’s why you’ll actually look forward to Mondays:

• Impact and ownership: You won’t just be another cog in the machine; here, you’re more like a turbocharged engine part. Bring your ideas and make them happen.

• Work with the best: We’re a team of passionate, quirky, and ridiculously talented people. Come for the work, stay for the memes.

• Celebrate wins: Whether we’re hitting major milestones or celebrating new funding, we like to mix it up. From rap videos to team outings, we believe in celebrating big.

• Learn and grow: We’re all about learning, and we’re not just talking about the latest SaaS trends. You’ll grow your career, pick up new skills, and maybe even learn to love Excel (or at least tolerate it).

• Flexibility and balance: We know everyone has their own rhythm. That’s why we offer flexibility around hours, so you can bring your best energy whether you’re an early bird or a night owl. Pajamas optional.

• Best-in-class benefits:

• Industry-first HSA benefits.

• Flexible time off.