Product Support Specialist

Datarails is the financial planning and analysis platform that automates data consolidation, reporting and planning, while enabling finance teams to continue using their own Excel spreadsheets and financial models. Datarails integrates with the most popular accounting software, ERPs and CRMs so all your data can be consolidated. Reduce risk, make informed decisions,and ensure stakeholders have the most reliable data at their fingertips. Transform your Excel into a lean, mean, FP&A machine. 

As a leading FinTech company headquartered in New York and Tel Aviv, we recently announced a $50 million Series B funding round bringing the company’s total funding raised to more than $103 million! We were awarded #1 most promising global startup by Globes and 65+ leading VCs, as well as best paying & mid-sized companies to work for in NYC by Built-In.

We’re looking for an experienced Product Support Specialist with a great eye for details and a huge passion for technology to join our growing Customer Success team in NYC. As our inbound Product Support Specialist you will be working together with the CS team and R&D team on executing a well-designed on-boarding experience and on-going support. If you are looking for a fantastic opportunity to join a small team with lots of room for growth and impact, we would love to meet you!

• Act as the initial point of contact for all Datarails product related concerns from internal and external customers seeking support through the Zendesk ticketing system.
• Troubleshoot incoming issues, providing a first response to customers.
• Monitor incoming tickets, process, respond, and direct unresolved issues to the next level of support personnel.
• Manual testing of product, updating and maintaining our bug tracking system.
• On-board, support, and engage customers to deliver high customer satisfaction, advocacy, and loyalty.

• 1-3 years of experience in roles such as Product Support/Help Desk/Technical Customer Success/QA
• Good knowledge of Excel - a big plus
• Experienced with troubleshooting and problem-solving 
• Understanding of the software development life cycle
• Technical Writing skills
• Customer facing experience
• Experience with Zendesk and Jira or other support/project software - a plus
• Finance background - a plus

• Highly competitive salaries, meaningful equity, and a 401(k) plan with 4% matching
• Top-of-the-line healthcare (medical, vision, and dental), with 100% paid coverage for you and your dependents
• Unlimited paid time off, and a flexible hybrid WFH workplace #LI-Hybrid #BI-Hybrid
• Perks include: mental health & wellness services, HSA + FSA, commuter benefits, professional development programs, gym membership, catered Meals + micro-kitchens, and more
• We help our team build their career and unleash their potential - we foster top talent and build distinct tailored growth plans which elevate both skills and income

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.