[Hiring] Product Specialist @Rocketlane

Role Description

Rocketlane is looking for a Product Specialist to give our European customers fast, expert support in their own region. You will be the first line of technical expertise for customers using Rocketlane. You will diagnose and resolve product and integration issues, guide users through complex configurations, and make sure every customer gets clear answers and a great experience.

You are a curious problem solver who enjoys learning a product inside and out. Whether you’re reproducing a bug, troubleshooting an API call, or walking a customer through a workflow, you take ownership of the issue until it’s resolved and turn what you learn into knowledge that helps the next customer.

What will you do?

• Technical Troubleshooting
  • Receive and triage incoming cases across email, phone, and web, prioritizing them against defined SLAs.
  • Diagnose and resolve product, configuration, and integration issues, including integrations such as Salesforce and Jira.
  • Troubleshoot API and webhook issues by reproducing problems, reviewing logs, and isolating root causes.
  • Escalate critical and business-impacting issues to the wider Product Support team and Engineering quickly and with complete context.
• Customer Support and Enablement
  • Deliver a consistent, responsive, and satisfying customer experience at every touchpoint.
  • Educate customers on product features, configuration, and best practices so they get the most value from Rocketlane.
  • Train customers on platform basics and provide progressive guidance through implementation and go-live.
  • Set clear expectations and keep customers informed through every stage of their case.
• Product Feedback and Knowledge
  • Document bugs and feature requests with clear reproduction steps, impact, and supporting data for Product and Engineering.
  • Create and maintain knowledge base articles, guides, and internal documentation based on recurring issues.
  • Collate key metrics and data points to support reporting and analysis of customer satisfaction and support trends.
• Team Collaboration
  • Partner with Technical Account Managers, Customer Success, and Engineering to resolve complex cases.
  • Contribute to process improvements that strengthen the support experience as we grow our EU presence.
  • Share knowledge with teammates and help build the support function in a new region.

Qualifications

• A degree in a technology-related field and 2 to 4 years of experience in a Product Support or similar customer-facing technical role, preferably at a B2B SaaS company.
• A solid understanding of APIs, webhooks, and SaaS platforms, with hands-on experience using tools like Postman.
• A structured approach to troubleshooting and isolating issues.
• Strong verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• A tech-savvy, customer-first mentality and enthusiasm for building customer loyalty.
• Excellent organizational skills, a diligent working style, and an eye for detail.
• Experience with ticketing platforms such as Freshdesk, Zendesk, or similar.
• A self-starter mindset and comfort working in a growing team where processes are still being built.
• Availability to work European business hours.

Nice to Have

• Experience with project management, professional services, or PSA software.
• Familiarity with SQL, browser developer tools, or low-code automation platforms such as Workato or Zapier.

Benefits

• Comprehensive medical, dental, and vision coverage for full-time employees and their dependents.
• Industry-first HSA benefits.
• Flexible time off.