Datasite and its associated businesses are the global center for facilitating economic value creation for companies across the globe. From data rooms to AI deal sourcing
and more. Here you’ll find the finest technological pioneers: Datasite, Blueflame AI, Firmex, Grata, and Sherpany. They all, collectively, define the future for business growth.
Apply for one position or as many as you like. Talent doesn’t always just go in one direction or fit in a single box. We’re happy to see whatever your superpower is and find the best place for it to flourish.
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Job Description:
Grata is the leading private market dealmaking platform. We make it easy to find, research, and engage with private companies. Our platform has the most comprehensive, accurate, and searchable proprietary data on private companies, their financials, and their owners.
We help leading investors (PE/growth), investment bankers, management consultants, and corporate development teams discover and win more deals. Grata has over 700 customers and has been widely recognized as the market leader by G2, PE Wire, and more.
We’re looking for an experienced Product Support Specialist who has managed bug triage, internal and external escalations, and has technical problem-solving skills—all with a keen eye toward delivering a high-quality customer experience.
In this role, you’ll handle both front-line inquiries and complex escalations, ensuring a seamless experience from first contact to resolution. We’re seeking someone with strong critical thinking skills, adaptability in a fast-paced environment, and the confidence to handle live chat interactions, emails, and more.
Our ideal candidate loves solving problems, is naturally curious, and is eager to collaborate across Product, Engineering, and Customer Success to drive improvements in both product performance and support processes.
Grata is a hybrid company, which means our employees work from our NYC office (near Bryant Park) on Mondays, Tuesdays and Thursdays.
At Grata, we will expect you to:
Develop deep product expertise to effectively troubleshoot and resolve customer issues, bridging the gap between end users and internal teams.
Provide live chat coverage during scheduled support hours, delivering real-time guidance and empathetic assistance to users.
Analyze data from customer tickets and make recommendations to the Product team on possible improvements to reduce recurring support needs.
Monitor and manage SLAs for response and resolution times, ensuring all customer interactions meet or exceed expectations.
Own the incident lifecycle—from identification and analysis through to resolution and post-mortem review—ensuring that every issue is fully understood and properly communicated.
Contribute to documentation by building internal and customer-facing resources that improve self-service and streamline future issue resolution.
Collaborate cross-functionally with internal stakeholders to improve incident response processes and reduce recurring support volume.
Own the bug backlog, prioritization, and escalation points to the Product and Development teams.
What we are looking for:
2+ years of professional experience in technical or product support, customer success, or a related role in a SaaS or software-driven environment.
Proven ability to troubleshoot complex product issues across technical and non-technical domains.
Strong written and verbal communication skills—able to clearly explain technical issues to non-technical audiences.
Excellent critical thinking and analytical skills; able to identify root causes and patterns from limited data.
Comfortable in live chat and real-time communication environments—you think quickly and communicate calmly under pressure.
Demonstrated ability to adapt to changing priorities and processes in a fast-paced, iterative product environment.
Autonomous, resourceful, and a proactive self-starter, while also remaining process-oriented and a strong team player.
Familiarity with SQL, APIs, log analysis, or other technical tools used for debugging.
#LI-Grata
The base salary range represents the estimated low and high end for this position based on a good faith assessment of the role and market data at the time of posting. Consistent with applicable law, each candidate’s compensation offer may vary and will be determined based on but not limited to, your geographic region, skills, qualifications, and experience along with the requirements of the position. This position may be eligible for bonuses, commissions, or overtime if applicable. Benefits include health insurance (medical, dental, vision), a retirement savings plan, paid time off, and other employee benefits. Specific details will be provided during the interview process. Datasite reserves the right to modify this pay range at any time.
$82,900.00 - $142,000.00Our company is committed to fostering a diverse and inclusive workforce where all individuals are respected and valued. We are an equal opportunity employer and make all employment decisions without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, disability, protected veteran status, or any other protected characteristic. We encourage applications from candidates of all backgrounds and are dedicated to building teams that reflect the diversity of our communities.
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