Product Support Specialist, Datasite
$82.9-142k
More information about location
3 days a week in office (Bryant Park, NYC)
SaaS provider for the M&A industry
Be an early applicant
SaaS provider for the M&A industry
1001+ employees
Be an early applicant
$82.9-142k
More information about location
3 days a week in office (Bryant Park, NYC)
1001+ employees
Company mission
To empower the dealmaking community to work smarter and faster.
Role
Who you are
- 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
- 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
What the job involves
- 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 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
- 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
Our take
As M&A deals continue to increase in both size and frequency, key stakeholders have been actively seeking tools to streamline their work. Datasite emerges as a solution. Having transitioned from its original focus on communications, the company now offers a suite of SaaS products tailored for M&A professionals, serving approximately 75% of the leading legal firms in the field.
Benefiting from its extensive experience in the industry, Datasite has successfully transformed into a more contemporary business entity. It has recently introduced highly acclaimed AI-powered technology to assist in deal preparation, asset marketing, and facilitating buy-side acquisitions.
With significant global expansion and strategic acquisitions, Datasite remains committed to enhancing its platform capabilities. Notably, in March 2023, it unveiled Datasite Cloud, specifically designed to streamline every aspect of the dealmaking process within a unified platform.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-7% employee growth in 12 months
Company
Company benefits
- Culture and benefits built around work-life balance
- Extensive resources to support physical and mental health
- Employee assistance program
- Generous retirement plans
- Incentives for referring new colleagues
- Learning, training and mentoring programs
- Cross-functional projects
- Stretch assignments to help you progress
- Receive feedback and earn bonuses from peers & managers
- Employee bonding activities
- ESG and charitable team initiatives
Company HQ
Downtown West, Minneapolis, MN
Leadership
Rusty Wiley
(President & CEO, not founder)Before joining Datasite, Rusty held various executive roles at IBM Corporation, most recently, as General Manager, Banking & Financial Markets. Upon joining Datasite in 2014, Rusty led the successful transformation from a communications and print-related business into a global M&A SaaS technology company.
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