Product Support Specialist
Redwood City, San Mateo County, California, 94061, USA
Listed on 2026-02-19
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IT/Tech
Technical Support, HelpDesk/Support
About Rundoo ℹ️
Our mission is to empower independent supply stores with best-in-class technology. Think of your local hardware store or mom-and-pop nursery—these are our clients. From paint to lumber to flooring, over 200,000 such stores across the country sell over $1T of building materials annually using outdated, on-premises systems. We’re aiming to help them modernize so that they can continue to thrive.
Backed by leading investors including Bessemer and CRV, we've raised $18M across three rounds and are growing quickly. Our team is made up of builders, sellers, and industry veterans with a shared goal: to bring modern technology to an overlooked industry.
About the Role 💼Location:
Remote, Redwood City, or Chicago
Working Hours: 8am - 5pm Pacific Time
As a Product Support Specialist at Rundoo, you will be the primary point of contact for clients in their time of need. You'll help independent hardware and paint store owners solve problems across our full ERP platform: from POS transaction issues to inventory sync problems, accounting reconciliation, and user training questions.
You'll work alongside Robbie (our West Coast support specialist) to provide coast-to-coast coverage for our growing client base. 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.
You'll report to Vidhan, Rundoo's Head of Product and Client Experience, and collaborate closely with our Client Success and Engineering teams to ensure client needs are met and product improvements are identified.
What You'll Do 🗒️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
Perform data analysis and reconciliation work using spreadsheets to investigate balance discrepancies and help clients understand their numbers
Collaborate with Engineering to communicate customer issues, submit detailed bug reports with reproduction steps, and help troubleshoot technical problems
Leverage AI-assisted tools (Intercom AI, ChatGPT, Claude) to improve response quality, efficiency, and documentation
Partner with Client Success team by escalating at-risk accounts, identifying training needs, and flagging patterns that indicate broader issues
Contribute to knowledge base by documenting solutions, creating help articles in Notion, and improving self-service resources
Maintain metrics including
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