Job Description

About SourceDay

Are you ready to transform an industry that has operated the same way for decades? At SourceDay, we are redefining how manufacturers and distributors manage their supply chains. Our cloud-based platform modernizes procurement and purchase order management, empowering hundreds of organizations to eliminate inefficiencies, reduce human error, and improve profitability.

We are on a mission to help businesses meet their commitments with confidence, and we need passionate, customer-focused professionals to help us get there.

About the Role

We are growing our Product Support team and seeking a Product Support Specialist who thrives in a fast-paced, collaborative environment. In this role, you will serve as the frontline connection between our customers and our platform, helping users solve complex challenges, learn new features, and maximize the value of SourceDay.

You will work closely with our Operations, Product, Engineering, and Customer Success teams to ensure every interaction strengthens customer trust and satisfaction. This position is ideal for someone who is curious, empathetic, technically minded, and motivated to make an impact.

What You’ll Do

• Deliver exceptional support: Take ownership of customer satisfaction across email, live chat, and phone channels.
• Resolve challenges: Diagnose and resolve customer issues while collaborating with engineering and product teams to implement effective solutions.
• Document insights: Capture recurring issues, solutions, and best practices to strengthen internal knowledge sharing.
• Educate and empower: Develop a deep understanding of SourceDay’s solutions to guide customers toward the best workflows for their needs.
• Collaborate cross-functionally: Partner with teams across the company to share customer feedback and enhance the product experience.
• Test and improve: Participate in product testing and provide meaningful feedback to support upcoming releases.
  
   

What You’ll Bring

• Experience: 2+ years of client or technical support experience in a SaaS environment.
• Communication: Clear, empathetic, and professional communication skills, both written and verbal.
• Problem-solving mindset: Strong analytical thinking with a creative, customer-first approach to finding solutions.
• Adaptability: Fast learner who is comfortable working with evolving tools and technologies.
• Attention to detail: Strong organizational skills and a commitment to accuracy in every task.
• Technical aptitude: Familiarity with SQL databases and comfortable using tools such as Jira, Zendesk, and Confluence.
• Team spirit: Collaborative and eager to contribute to a supportive, high-performing team.
  
   

Schedule and Work Environment

This is a full-time, hybrid role based in Austin, TX. Hours vary between 7:00 AM and 7:00 PM, Monday through Friday, with occasional evening or weekend work required to support international customers.

Our Commitment to Diversity

SourceDay is proud to be an Equal Opportunity Employer. We celebrate diversity and are dedicated to creating an inclusive, equitable workplace where every team member can thrive.

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