Product Support Specialist

Product Support Specialist

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 skills—all 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 lifecycle—from identification and analysis through to resolution and post-mortem review—ensuring 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 skills—able 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 environments—you 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.

Benefits & Perks:

• Medical, dental, vision plans: we offer plans with 80% coverage of premiums for employees
• Company-sponsored lunch through Grubhub on a weekly basis
• Unlimited PTO policy
• Flexible Work Location (FWL) policy that allows you to work from home 24 days of the year
• Other benefits: 12 weeks of parental leave, 401k, pre-tax commuter benefits, dog-friendly office

Grata is committed to providing competitive cash compensation and benefits. The compensation offered for this role will be based on multiple factors such as location, the role's scope and complexity, and the candidate's experience and expertise, and may vary from the range provided below. For roles based in New York City, the estimated base salary for this role is $75,000 - $105,000 per year.

Grata is proud to be an Affirmative Action, Equal Opportunity Employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Grata considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Grata is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.

If you need assistance or an accommodation due to a disability, please let your recruiter know. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.