{"id":4064375,"url":"https://alion.io/job/rocketlane-product-specialist","title":"Product Specialist","company":{"id":8369,"name":"Rocketlane","domain":"rocketlane.com","url":"https://alion.io/company/rocketlane","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Kula","truth_index":{"grade":"B","score":75,"open_postings":5,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Product","role_family":"Product","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"European time zones","utc_offset_min":0,"utc_offset_max":2},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["IE"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Jira","optional":false},{"name":"Postman","optional":false},{"name":"SQL","optional":true},{"name":"Zapier","optional":true}],"status":"live","first_seen_at":"2026-11-10T10:31:41Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-11T10:31:41Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About Rocketlane\nRocketlane is a fast-growing, innovative SaaS company making waves in customer onboarding and professional services automation. Our mission is to give B2B companies a smooth, consistent, and efficient way to onboard customers and manage client projects, reducing chaos and boosting customer satisfaction across industries. We’re a close-knit team of over 300 passionate professionals, all focused on building a product that teams love to use. ers.\nAbout the Role\nRocketlane 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.\nYou 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.\nWhat will you do?\nTechnical Troubleshooting\nReceive and triage incoming cases across email, phone, and web, prioritizing them against defined SLAs.\n\nDiagnose and resolve product, configuration, and integration issues, including integrations such as Salesforce and Jira.\n\nTroubleshoot API and webhook issues by reproducing problems, reviewing logs, and isolating root causes.\n\nEscalate critical and business-impacting issues to the wider Product Support team and Engineering quickly and with complete context.\n\nCustomer Support and Enablement\nDeliver a consistent, responsive, and satisfying customer experience at every touchpoint.\n\nEducate customers on product features, configuration, and best practices so they get the most value from Rocketlane.\n\nTrain customers on platform basics and provide progressive guidance through implementation and go-live.\n\nSet clear expectations and keep customers informed through every stage of their case.\n\nProduct Feedback and Knowledge\nDocument bugs and feature requests with clear reproduction steps, impact, and supporting data for Product and Engineering.\n\nCreate and maintain knowledge base articles, guides, and internal documentation based on recurring issues.\n\nCollate key metrics and data points to support reporting and analysis of customer satisfaction and support trends.\n\nTeam Collaboration\nPartner with Technical Account Managers, Customer Success, and Engineering to resolve complex cases.\n\nContribute to process improvements that strengthen the support experience as we grow our EU presence.\n\nShare knowledge with teammates and help build the support function in a new region.\n\nYou should apply if you have:\nA 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.\n\nA solid understanding of APIs, webhooks, and SaaS platforms, with hands-on experience using tools like Postman.\n\nA structured approach to troubleshooting and isolating issues.\n\nStrong verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.\n\nA tech-savvy, customer-first mentality and enthusiasm for building customer loyalty.\n\nExcellent organizational skills, a diligent working style, and an eye for detail.\n\nExperience with ticketing platforms such as Freshdesk, Zendesk, or similar.\n\nA self-starter mindset and comfort working in a growing team where processes are still being built.\n\nAvailability to work European business hours.\n\nNice to Have\nExperience with project management, professional services, or PSA software.\n\nFamiliarity with SQL, browser developer tools, or low-code automation platforms such as Workato or Zapier.\n\nWhy join us?\nAt Rocketlane, we’re all about building a great product and a great place to work. Here’s why you’ll actually look forward to Mondays:\nImpact and ownership: You won’t just be another cog in the machine; here, you’re more like a turbocharged engine part. Bring your ideas and make them happen.\n\nWork with the best: We’re a team of passionate, quirky, and ridiculously talented people. Come for the work, stay for the memes.\n\nCelebrate wins: Whether we’re hitting major milestones or celebrating new funding, we like to mix it up. From rap videos to team outings, we believe in celebrating big.\n\nLearn and grow: We’re all about learning, and we’re not just talking about the latest SaaS trends. You’ll grow your career, pick up new skills, and maybe even learn to love Excel (or at least tolerate it).\n\nFlexibility and balance: We know everyone has their own rhythm. That’s why we offer flexibility around hours, so you can bring your best energy whether you’re an early bird or a night owl. Pajamas optional.\n\nBest-in-class benefits:\nComprehensive medical, dental, and vision coverage for full-time employees and their dependents.\n\nIndustry-first HSA benefits.\n\nFlexible time off.","description_format":"text","description_chars":5099,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible time off"],"hiring_locations":[{"name":"Ireland","iso":"IE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Project & Work Management Software"],"lifecycle":[{"event":"open","at":"2026-11-11T10:31:41Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":32,"reasons":["conf:1","win:early","comp:junior"],"computed_at":"2026-11-11T12:15:09Z"},"pay":null,"html_url":"https://alion.io/job/rocketlane-product-specialist","json_url":"https://alion.io/job/rocketlane-product-specialist.json","meta":{"generated_at":"2026-11-11T12:15:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":21766,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8369},"rest":"https://alion.io/mcp/rest/get_company?id=8369"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frocketlane-product-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frocketlane-product-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frocketlane-product-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/rocketlane-product-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frocketlane-product-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4064375}},{"tool":"search_jobs","arguments":{"company":"rocketlane.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4064375},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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