# Product Support Specialist

**Company:** [Rundoo](https://hotfix.jobs/companies/rundoo)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $83k – $105k/yr
**Skills:** Customer Support, technical troubleshooting, pos systems, Inventory Management, accounting reconciliation, Data Analysis, Google Sheets, Excel, erp platforms, Intercom, bug reporting, AI Tools, Notion, Zendesk
**Posted:** 2026-07-23

> Product Support Specialist providing technical support, troubleshooting, and data reconciliation for Rundoo's ERP platform used by independent hardware and paint stores. Requires strong problem-solving, communication, and analytical skills with comfort for early shifts and high-volume client interactions.

## Job Description

## Responsibilities
- Provide exceptional support via Intercom chat, email, and phone to hardware and paint store owners and their staff.
- Resolve diverse technical issues including POS troubleshooting, inventory sync problems, accounting reconciliation, report generation, and user training questions.
- Perform data analysis and reconciliation work using spreadsheets to investigate balance discrepancies and help clients understand their numbers.
- Collaborate with Engineering to communicate customer issues, submit detailed bug reports with reproduction steps, and help troubleshoot technical problems.
- Leverage AI-assisted tools (Intercom AI, ChatGPT, Claude) to improve response quality, efficiency, and documentation.
- Partner with Client Success team by escalating at-risk accounts, identifying training needs, and flagging patterns that indicate broader issues.
- Contribute to knowledge base by documenting solutions, creating help articles in Notion, and improving self-service resources.
- Maintain metrics including 80% customer satisfaction.

## Requirements
- Exceptional attention to detail, especially with numbers and data.
- Strong independent problem-solver who can troubleshoot ambiguous issues.
- Excellent written and verbal communication skills to explain complex concepts to non-technical users.
- Strong organizational skills to manage multiple priorities and maintain composure in high-volume periods.
- Customer-centric mindset with genuine enjoyment in helping people.
- Comfort with ambiguity and ability to navigate unclear situations through research and creative thinking.
- Proficient with spreadsheets (Google Sheets/Excel) for data analysis.
- Strong analytical skills for investigating data issues.
- Able to work during required early morning or weekend hours based on assigned shift.
- Comfortable learning and becoming expert in complex software (full ERP platform).

## Nice-to-Haves
- Prior customer support or technical support experience.
- Experience with SaaS products or technology companies.
- Accounting, bookkeeping, or financial reconciliation background.
- Retail, POS, or small business operations experience.
- Technical troubleshooting ability with software applications.
- Direct familiarity with paint and hardware, building materials, construction supply, or related industries.
- Experience in a dynamic startup environment.
- Proven experience helping customers adopt new workflows or systems (change management).
- Experience with Intercom, Zendesk, or similar support platforms.

## Compensation
- Base Salary: $83K - $105K (based on experience and location)
- Competitive equity package in a fast-growing startup
- Benefits: (details omitted per extraction rules)

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