Product Support Specialist

About the role

Rundoo is looking for a Product Support Specialist to be the primary point of contact for independent hardware and paint store owners using our ERP platform. You will resolve issues ranging from POS transactions to inventory sync and accounting reconciliation while collaborating with client success and engineering teams.

Key responsibilities

• Provide support via Intercom chat, email, and phone, diagnosing issues and proposing fixes.
• Perform data analysis and reconciliation using spreadsheets to investigate balance discrepancies.
• Collaborate with Engineering to submit detailed bug reports and troubleshoot technical problems.
• Leverage AI‑assisted tools (Intercom AI, ChatGPT, Claude) to improve response quality and documentation.
• Escalate at‑risk accounts, identify training needs, and contribute to the knowledge base.

Required profile

• Exceptional attention to detail and strong analytical skills.
• Independent problem‑solver with excellent written and verbal communication.
• Ability to manage multiple priorities in a high‑volume environment.
• Empathy for small business owners and composure to de‑escalate conversations.

Required skills

• Proficiency with Google Sheets or Excel for data analysis.
• Experience using Intercom or similar support platforms (e.g., Zendesk).
• Familiarity with AI tools such as ChatGPT or Claude.

What we offer

• Base salary $78,000 per year plus equity ($12k‑$13k).
• Full medical, dental, vision coverage (100% premiums for employee).
• 401k with Betterment, unlimited PTO and 10 paid holidays.
• Hybrid work mode (1‑2 days onsite per week) and a supportive startup environment.