Description
Come build the future of finance with Datarails. We're a global, AI-powered FinanceOS company helping finance teams transform the way they work. By combining intelligent automation, AI, and seamless integrations with the tools finance teams already know and trust, we empower organizations to make faster, smarter decisions with confidence. With approximately 350 employees worldwide, we're building the next generation of finance technology - where innovation, collaboration, and customer success go hand in hand.
We’re looking for an experienced Product Support Specialist with a great eye for detail and a passion for technology to join our Product Support team.
As our inbound Product Support Specialist, you will take ownership of complex technical customer issues and collaborate cross-functionally with the CS, Product, and R&D teams to provide best-in-class support and execute a well-designed customer experience.
If you are looking for a fantastic opportunity to join a growing startup with lots of room for growth and impact, we would love to meet you!
This position is 100% remote, based in the Pacific Time Zone in the US. No sponsorship or relocation assistance is available.
What You’ll Do
- Act as the initial point of contact for all Datarails-related questions from both our customers as well as internal stakeholders via Zendesk (chat, email and web form)
- Troubleshoot incoming issues, providing a first response and subsequent follow-ups to customers.
- Monitor incoming tickets, process, respond, and direct unresolved issues to the next level of support personnel.
- Support, and engage customers to deliver high customer satisfaction, advocacy, and loyalty.
- Expand and refine the company knowledge base to empower users to independently resolve issues.
Requirements
- 2-4 years of experience in roles such as Product Support/Help Desk/Technical Customer Success in a SaaS environment, with a proven track record of driving customer satisfaction and resolving complex issues.
- Advanced experience in Excel functions (formulas, Vlookup, and Pivot Table).
- Extensive experience with troubleshooting and solving advanced technical problems in a fast-paced dynamic environment.
- A customer-first attitude and ability to effectively explain complex concepts to non-technical audiences.
- Proactive mindset, with the ability to anticipate customer needs, identify potential issues, and suggest improvements to processes or the product.
- Deep understanding of the software development life cycle and familiarity with Agile methodologies.
- Experience with Zendesk and Jira or other support/project software - a plus.
- Finance background - a plus.
What We Offer
- A collaborative, team-oriented environment, the ability to own your schedule, and the opportunity to grow at Datarails over many years
- Target salary is $85-110k USD annually, depending on skillset, years, relevance of experience, and location.
- Meaningful equity
- 401(k) plan with up to 4% match and HSA & FSA Options
- 100% paid medical, dental, and vision coverage for employees and 100% paid medical and 80% paid dental and vision coverage for dependents
- $540/year toward glasses, sunglasses, or contact lenses from XP Health for employees enrolled in any Guardian Vision plan
- Calm app membership
- Parental leave
- Flexible, unlimited sick time and PTO (we recommend 18-25 vacation days annually)
- 12 paid company holidays
- Life insurance
- CPA/CFA license renewal reimbursement
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.
Skills Required
- 2-4 years in Product Support/Help Desk/Technical Customer Success in a SaaS environment
- Advanced Excel (formulas, VLOOKUP, Pivot Table)
- Extensive experience troubleshooting and resolving advanced technical problems in a fast-paced environment
- Customer-first attitude and ability to explain complex concepts to non-technical audiences
- Proactive mindset; anticipate customer needs and suggest product/process improvements
- Deep understanding of the software development life cycle and familiarity with Agile methodologies
- Experience with Zendesk and Jira or other support/project software
- Finance background
Datarails Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Datarails and has not been reviewed or approved by Datarails.
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Fair & Transparent Compensation — Compensation is widely characterized as competitive and well‑regarded, contributing to strong satisfaction with total pay. Feedback suggests pay levels are seen as market‑appropriate and a core strength of the employment offer.
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Healthcare Strength — Benefits descriptions indicate employer‑paid medical, dental, and vision for employees, with company contributions for dependents. Feedback suggests health coverage is a standout element of the package.
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Leave & Time Off Breadth — Time‑off policies are described as flexible, including unlimited PTO with guidance on expected usage and paid company holidays. Feedback suggests employees also reference ample vacation allowances and the ability to carry time forward in some cases.
Datarails Insights
What We Do
Datarails has created a solution that tackles one of the biggest challenges in financial departments: the overflowing amount of data that, up until now, was managed by tons of Excel sheets. All those financial reports, forecasts, expenses, analytics? Datarails takes all this data and integrates it into a one, simple, smart report. Datarails consolidates all cross-organizational data and enables finance professionals to follow it, manage it, and derive insights from analysis. Instead of spending time on manual consolidation, Datarails automates the consolidation process and the creation of financial reports. It’s cloud-based, so nothing gets lost, it’s brilliant, so almost every feature can be added.
Why Work With Us
We're on a mission to transform finance. Datarails is committed to a positive, diverse, and inclusive culture by hiring for potential, focused on the inclusion of people who have different ways of thinking, different viewpoints, different backgrounds, and different skill sets. We value a transparent and open culture that positively impacts our team
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