Product Support Specialist I

Railinc•Cary, NC

4d•Onsite

About The Position

The Product Support Specialist I combines customer support with data analysis to resolve complex issues across Railinc's product suite. This role goes beyond ticket management — you investigate data, analyze system behavior, and translate findings into actionable insights for customers and internal teams. Working at the intersection of support, product, and engineering, you diagnose problems, fulfill data requests, and identify trends that drive product improvements and customer outcomes.

Requirements

Bachelor's degree required (business, logistics, IT, or data-related field preferred)
1+ years experience in support, data analysis, or technical operations
Analytical mindset with strong written and verbal communication
Organized and effective in a multi-priority environment

Nice To Haves

Experience with data analysis tools and techniques (e.g., SQL, Python, database clients)
Familiarity with APIs, web services, or similar integration technologies
Organized and effective in a multi-priority environment

Responsibilities

Investigate and resolve customer issues by analyzing production data, tracing data flows, and identifying discrepancies across systems.
Fulfill customer data requests with accuracy and compliance with data access policies.
Manage support tickets end-to-end: triage, document, and resolve within SLA targets.
Educate customers on product capabilities and self-service options.
Surface patterns from support data to inform product roadmap and prioritization.
Support User Acceptance Testing and product verification, validating data integrity before release.
Recommend workflow improvements based on analysis of support operations.
Assist with customer onboarding and internal training, particularly around data workflows and product data models.
Participate in a rotating 24x7 on-call support schedule, providing timely and reliable business verification during planned and unplanned application or infrastructure outages and system releases.
Perform additional duties as assigned, demonstrating flexibility and a proactive approach to evolving business and team needs.