Product Support Specialist

Join Rundoo, a fast-paced startup, as a Product Support Specialist. In this role, you will be the primary point of contact for clients, helping them solve problems across our full ERP platform. You will work closely with our Client Success and Engineering teams to ensure client needs are met and product improvements are identified. The ideal candidate is a strong independent problem-solver with exceptional attention to detail and a customer-centric mindset.

• 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.
• Collaborate with Engineering to communicate customer issues, submit detailed bug reports with reproduction steps, and help troubleshoot technical problems.
• This role is ideal for someone who thrives on problem-solving, enjoys helping small business owners succeed, and wants to grow with a fast-paced startup
• Strong independent problem-solver - You can troubleshoot ambiguous issues without constant hand-holding
• Comfortable learning and becoming expert in complex software (our full ERP platform)
• Exceptional attention to detail - You catch discrepancies others miss, especially when working with numbers and data
• Proficient with spreadsheets (Google Sheets/Excel) for data analysis
• Comfort with ambiguity - You can navigate situations without clear answers and figure out solutions through research and creative thinking
• Excellent written and verbal communication - You can explain complex concepts clearly to non-technical small business owners
• Customer-centric mindset - You genuinely enjoy helping people and build positive relationships even when customers are frustrated
• We care more about aptitude and drive than checking boxes on years of experience. The ideal candidate is smart, hungry to learn, and thrives on solving problems independently
• Experience with SaaS products or technology companies
• Organizational excellence - You can manage multiple priorities, juggle competing tickets, and maintain composure during high-volume periods
• Able to work during required hours
• Strong analytical skills for investigating balance discrepancies and data issues
• Any of the following backgrounds could set you up for success:
• Prior customer support or technical support experience in any industry
• Accounting, bookkeeping, or financial reconciliation background
• Retail, POS, or small business operations experience
• Technical troubleshooting ability with software applications
• Direct familiarity with or experience in paint and hardware, building materials, construction supply, or related industries
• Comfortable adapting to a dynamic startup environment where priorities shift and new challenges arise regularly
• Proven experience helping customers adopt new workflows or systems (change management)
• Experience with Intercom, Zendesk, or similar support platforms