Product Support Specialist

Product Support Specialist Datasite is where deals are made. We provide the data rooms and SaaS technology used in M&A and other high-value transactions, to deliver projects in more than 170 countries. Carrying that success into the future is all about you. Your useful skills, your unusual experience, your unique ideas. Everyone here brings something unexpected. What's yours? Invest your talents in us, and we'll return the compliment. Grata is the leading private market dealmaking platform. We make it easy to find, research, and engage with private companies. Our platform has the most comprehensive, accurate, and searchable proprietary data on private companies, their financials, and their owners. We help leading investors (PE/growth), investment bankers, management consultants, and corporate development teams discover and win more deals. Grata has over 700 customers and has been widely recognized as the market leader by G2, PE Wire, and more. We're looking for an experienced Product Support Specialist who has managed bug triage, internal and external escalations, and has technical problem-solving skillsall with a keen eye toward delivering a high-quality customer experience. In this role, you'll handle both front-line inquiries and complex escalations, ensuring a seamless experience from first contact to resolution. We're seeking someone with strong critical thinking skills, adaptability in a fast-paced environment, and the confidence to handle live chat interactions, emails, and more. Our ideal candidate loves solving problems, is naturally curious, and is eager to collaborate across Product, Engineering, and Customer Success to drive improvements in both product performance and support processes. Grata is a hybrid company, which means our employees work from our NYC office (near Bryant Park) on Mondays, Tuesdays, and Thursdays. At Grata, we will expect you to: Develop deep product expertise to effectively troubleshoot and resolve customer issues, bridging the gap between end users and internal teams. Provide live chat coverage during scheduled support hours, delivering real-time guidance and empathetic assistance to users. Analyze data from customer tickets and make recommendations to the Product team on possible improvements to reduce recurring support needs. Monitor and manage SLAs for response and resolution times, ensuring all customer interactions meet or exceed expectations. Own the incident lifecyclefrom identification and analysis through to resolution and post-mortem reviewensuring that every issue is fully understood and properly communicated. Contribute to documentation by building internal and customer-facing resources that improve self-service and streamline future issue resolution. Collaborate cross-functionally with internal stakeholders to improve incident response processes and reduce recurring support volume. Own the bug backlog, prioritization, and escalation points to the Product and Development teams. What we are looking for: 2+ years of professional experience in technical or product support, customer success, or a related role in a SaaS or software-driven environment. Proven ability to troubleshoot complex product issues across technical and non-technical domains. Strong written and verbal communication skillsable to clearly explain technical issues to non-technical audiences. Excellent critical thinking and analytical skills; able to identify root causes and patterns from limited data. Comfortable in live chat and real-time communication environmentsyou think quickly and communicate calmly under pressure. Demonstrated ability to adapt to changing priorities and processes in a fast-paced, iterative product environment. Autonomous, resourceful, and a proactive self-starter, while also remaining process-oriented and a strong team player. Familiarity with SQL, APIs, log analysis, or other technical tools used for debugging. The base salary range represents the estimated low and high end for this position at the time of this posting. Consistent with applicable law, each candidate's compensation offer may vary and will be determined based on but not limited to, your geographic region, skills, qualifications, and experience along with the requirements of the position. Datasite reserves the right to modify this pay range at any time. $82,900.00 - $142,000.00 As a global organization, Datasite knows that diverse perspectives are essential to our success. We're committed to maintaining a diverse workforce to serve our customers around the world. Datasite is an equal opportunity employer (EEO) and furthers the principles of EEO through Affirmative Action.