Product Support Specialist

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.

• 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.

• SLA compliance (response and resolution times)
• Customer satisfaction ratings and quarterly survey scores
• Issue resolution efficiency and time-to-resolve trends
• Quality and turnaround of data requests

• 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

• 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

• 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.

• Customer Satisfaction (CSAT) Ratings in Zendesk – Maintain high satisfaction scores based on customer feedback collected through Zendesk support interactions.
• Customer Satisfaction Survey Score – Contribute to strong customer experience outcomes as reflected in the organization’s Q4 CSAT survey results.
• Service Level Agreement (SLA) Compliance – Consistently meet or exceed SLA targets for response and resolution times across support requests.
• Issue Resolution Efficiency – Demonstrate continuous improvement by reducing average time to resolve customer issues through proactive troubleshooting and knowledge sharing.

• Results: We deliver on our promises to create value for the freight rail industry through talented people, good ideas, business leadership and great technology.
• Collaboration: We collaborate with our teams and our customers to get the job done, respecting individual ideas and contributions, and moving forward in pursuit of shared goals.
• Service: We serve the changing needs of our customers and our industry to enhance the value they bring to our community, the environment and our economy.

• Sedentary work
  :
  Assignment involves sitting at workstation (desk) most of the time (up to 8 hours) with only occasional walking and/or standing.
• Keyboarding
  :
  Primarily using fingers for typing.
• Talking
  :
  Expressing or…