Job Description

Location: Cary, NC (onsite presence is required)

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.

Job Accountability/Responsibilities:

Support & Data Analysis:

• 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.

Product & Process Intelligence:

• 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.

Key Measures:

• 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

Required Qualifications:

• 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

Preferred Qualifications:

• 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

Non-Essential Functions:

• 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.

Key Measures:

• 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.

Values:

• 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.

Physical Requirements:

• 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 communicating verbally through use of spoken words (accurately conveying detailed or important spoken instructions to others).
• Hearing: Ability to receive detailed information through oral communication and to make discriminations in sound.
• Visual: Through close visual acuity, required to perform activities such as: preparing and analyzing data and figures; transcribing; viewing computer terminal; extensive reading (with or without correction).
• Environment: Because the requirements of this position require frequent, often informal collaboration with other Railinc colleagues and external stakeholders, and to maximize the development of the skills and responsibilities essential for this position, Railinc expects that the work required of this role be performed predominantly in the office consistent with Railinc’s in-the-office work policies, as communicated by Human Resources and/or Senior Management. Any individual variations on in-the-office work policies will be reviewed by Human Resources on a case-by-case basis. As work is performed predominantly within an office setting, there is no substantial exposure to adverse environmental conditions (i.e., extreme heat, cold, noise, etc.).

Disclaimer:

The preceding job description has been designed to indicate the general nature and level of work to be performed. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The company reserves the right to change, modify and/or delete aspects of this position as needed at any time.