Product Support Specialist
Core
Handle front-line inquiries and complex escalations for a private market dealmaking platform, bridging the gap between end users and internal teams to ensure seamless customer experiences.
Role type
Senior IC product support specialist (SaaS)
Builds
The Grata/Valu8 platform for private market dealmaking
Domain
Financial services / M&A technology
Required skills
bug triage, incident lifecycle management, SQL, API analysis, log analysis, live chat support, SLA monitoring, root cause analysis, cross-functional collaboration
Preferred skills
experience transitioning users between platforms, documentation creation, process improvement
Technologies
SQL, APIs, log analysis tools
Responsibilities
Troubleshoot and resolve complex customer issues; provide live chat support; analyze ticket data to recommend product improvements; manage incident lifecycle and post-mortems; own bug backlog and escalations; contribute to self-service documentation.
Seniority
Mid-level, hands-on IC