Product Support Specialist at Grata

New York, New York, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

FinTech, Private Equity, InvestmentIndustries

Requirements

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
Experience managing bug triage, internal and external escalations, and technical problem-solving skills
Strong critical thinking skills, adaptability in a fast-paced environment, and confidence to handle live chat interactions, emails, and more
Naturally curious and eager to collaborate across Product, Engineering, and Customer Success

Responsibilities

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

Skills

Key technologies and capabilities for this role

bug triagetechnical troubleshootingcustomer escalationslive chat supportemail supportSLA managementdata analysisproduct expertisecritical thinking

Questions & Answers

Common questions about this position

What is the work arrangement or location policy for this role?

Grata is a hybrid company, requiring employees to work from the NYC office near Bryant Park on Mondays, Tuesdays, and Thursdays.

What experience is required for the Product Support Specialist role?

Candidates need 2+ years of professional experience in technical or product support, customer success, or a related role in a SaaS or software-driven environment.

What key skills are needed for this position?

The role requires proven ability to troubleshoot complex product issues, strong written and verbal communication skills, critical thinking, adaptability in a fast-paced environment, and technical problem-solving skills.

What is the salary or compensation for this role?

This information is not specified in the job description.

What makes a strong candidate for this Product Support Specialist position?

Ideal candidates love solving problems, are naturally curious, eager to collaborate across Product, Engineering, and Customer Success teams, and have experience managing bug triage, escalations, and delivering high-quality customer experiences.

Grata

Deal sourcing platform for investment professionals

About Grata

Grata focuses on deal sourcing for businesses, particularly in the private market and mid-market companies. It provides a search platform and API that help management consulting firms, private equity firms, and investment professionals efficiently find and evaluate potential deals. Grata stands out from competitors with its extensive database and advanced search tools, which lead to quicker and more accurate deal identification. The company's goal is to enhance its clients' deal sourcing capabilities while fostering a diverse and inclusive workplace culture.

New York City, New YorkHeadquarters

2016Year Founded

$33.6MTotal Funding

SERIES_ACompany Stage

Fintech, Financial ServicesIndustries

51-200Employees

Benefits

Unlimited Paid Time Off

Flexible Work Hours

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

12 weeks of parental leave

Company-sponsored lunch

Risks

Emerging B2B search platforms with AI analytics threaten Grata's market share.

Economic downturns may reduce demand for Grata's services, impacting revenue.

Data privacy regulations could impose additional compliance costs on Grata.

Differentiation

Grata specializes in AI-driven deal sourcing for private equity and investment professionals.

The platform offers thematic capability-based segmentation for targeted investment opportunities.

Grata's API-driven search platform enhances efficiency in identifying mid-market companies.

Upsides

Growing interest in mid-market companies boosts Grata's target market potential.

Increased demand for AI-driven deal sourcing tools aligns with Grata's offerings.

Expansion of CRM integrations enhances Grata's Monoceros update for better client management.

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