Product Support Specialist

Product, Customer Service
Palo Alto, CA, USA · Remote
Posted on Friday, January 5, 2024

About Prophecy

Prophecy is a rapidly growing startup that has solved the false dichotomy of having to choose between visual tools and code. We offer a self-service data transformation platform for the enterprise that provides a complete product, combining the power of code with the usability of visual ETL tools to deliver a zero-compromise solution. With Prophecy, data analysts can serve themselves and transform data at parity with the best programming data engineers, while data engineers can build and share standards and focus on other higher value activities. Prophecy breaks down the silos between these two crucial groups enabling greater communication and collaboration.

Prophecy is trusted by top Fortune 500 firms to replace their legacy ETL tools as they re-platform to the Cloud or Apache Spark. Fresh off our Series B funding, We're backed by top VCs and on the path to establishing ourselves as the leader on the cloud.

About The Role

This is an amazing opportunity in a high-growth, high-potential startup. You will be working with a team who takes pride in solving complex problems.

We're seeking A players to work with A players. We're a high-growth company on a once-in-a-lifetime journey to revolutionize the way data engineering is done. Be a part of it.

Prophecy has assembled a world-class team to build the Low-Code Data Engineering Platform. As a Customer Support Specialist, your goal is to act as a liaison to our customers, provide product information, answer questions, and resolve any emerging problems that our customers might face with accuracy and efficiency.

In addition, you will:

  • Respond to tickets and document customer interactions and issue resolutions in our support system (via Zendesk)
  • Assist customers in navigating our software, addressing inquiries, and resolving issues to ensure a positive user experiences
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Coordinate cross-departmentally to ensure feature requests and bugs are properly documented (via Asana)
  • Help update and create new support documentation

Our Customer Support Specialist will Be:

A Self-starter: Successful Support Specialists at Prophecy are self-starters who take initiative in addressing customer inquiries. They demonstrate a proactive mindset, independently identifying and resolving issues efficiently. Their ability to navigate challenges with minimal guidance ensures a swift and effective resolution process.

An Advocate: Beyond resolving issues, a successful Support Specialist embodies empathy in their interactions, demonstrating a genuine understanding of customers' unique needs and concerns. This approach fosters strong, trust-based relationships, ensuring customers feel heard, valued, and supported throughout their interactions.

An Overachiever: Prophecy's successful Support Specialists embrace a commitment to delivering exceptional support experiences that go above and beyond, contributing to overall customer satisfaction and the success of the company. Their drive for excellence ensures that customer interactions are not merely transactions but opportunities to surpass expectations and build lasting positive impressions.


  • Strong interpersonal and communication skills with a customer-centric approach
  • Basic understanding of software applications and a willingness to learn
  • Excellent time management skills with the ability to prioritize tasks

Proactive attitude and eagerness to take on new challengesAbility to troubleshoot and problem-solve effectively

  • Familiarity with CRM systems and best practices
  • Team player with a collaborative mindset

Benefits and Perks

  • Prophecy covers 99% of employee health insurance and 75% for dependents
  • Compensation starting at $50,000
  • We offer $200 per month towards wellness, gyms, massages, facials, and more!
  • Celebrate your birthday and anniversary with a day off!
  • Flexible PTO
  • Prophecy provides employees with a $500 professional development reimbursement every year
  • Company sponsored Long Term Disability and Life Insurance
  • Ability to have your fingerprint on an innovative platform
  • And more!

*Benefits and perks may vary per country

Our Commitment to Diversity and Inclusion

At Prophecy, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Prophecy are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, political affiliation, race, religion, sexual orientation, socio-economic status, and any other protected characteristics.

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