Remote SaaS Product Support Specialist

DataRails; United States; On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Equity

401(k) with match

Health benefits

Job summary

Datarails in the United States is hiring a Product Support Specialist to own and resolve complex customer issues in a SaaS finance platform. You’ll collaborate with CS, Product and R&D to ensure a top-tier support experience, in a 100% remote role aligned to the Pacific Time Zone.

We offer a strong salary band, equity and comprehensive benefits, with growth opportunities in a fast-growing startup focused on finance automation.

Qualifications

• 2–4 years in Product Support/Help Desk in a SaaS environment.
• Advanced Excel skills (formulas, VLOOKUP, Pivot Tables).
• Ability to explain complex concepts to non-technical audiences.

Responsibilities

• Act as the initial point of contact for all support questions via Zendesk (chat, email, web form).
• Troubleshoot issues, provide first response and follow-ups to customers.
• Monitor tickets, route unresolved issues to higher-level support.
• Engage customers to deliver high satisfaction, advocacy, and loyalty.
• Expand and refine the knowledge base for self-service.

Skills

Customer focus

Problem solving

Strong communication

Fast learner

Tools

Zendesk

Jira

Excel

Job description

Datarails in the United States is hiring a Product Support Specialist to own and resolve complex customer issues in a SaaS finance platform. You’ll collaborate with CS, Product and R&D to ensure a top-tier support experience, in a 100% remote role aligned to the Pacific Time Zone.

We offer a strong salary band, equity and comprehensive benefits, with growth opportunities in a fast-growing startup focused on finance automation.