---
title: 'Senior Support Specialist at Datacor'
canonical: 'https://feeny.ai/job/senior-support-specialist-datacor-united-states-svbxyatbsbf4'
type: 'job'
last_seen: '2026-09-08'
---

# Senior Support Specialist at Datacor

- **Company:** Datacor
- **Location:** United States
- **Work type:** remote
- **Posted:** 2026-08-11
- **Last confirmed live:** 2026-09-08
- **Apply:** https://job-boards.greenhouse.io/datacor/jobs/5208132007

## Job description

About Us:

Datacor is the leading provider of software solutions, including ERP, CRM, Asset Tracking, Simulation and Formulation, to the process manufacturing space. We are on a mission to better equip the industry with software solutions and move it forward by building thoughtful, intuitive products that solve our customers’ most difficult problems.

We are passionate about serving our customers and helping them use data as a competitive advantage. Our customers make products that extend and sustain lives by sanitizing, fertilizing, beautifying, cleaning, and recycling the world we live in. We at Datacor help our customers make those products you use every day more safely, cost effectively and more efficiently through our technology platforms and applications.

The Role:

We are seeking a talented and driven individual to join our team as a Strategy Support Specialist. In this role, you will manage strategic support accounts and coordinate delivery management for various projects. You will work closely with clients to understand their needs, develop tailored support strategies, and ensure the successful execution of projects. Your ability to build strong relationships with clients and internal stakeholders will be crucial in driving customer satisfaction and project success. You will also monitor project progress, identify potential risks, and implement solutions to keep projects on track.

As a Strategic Support Specialist, you will be crucial in providing strategic support to our clients, ensuring they receive the highest level of service and expertise. This role involves working closely with various departments to deliver tailored solutions that align with and enhance our clients' operational efficiency and strategic goals. Your expertise will help us achieve our goals of improving customer engagement and operational efficiency. If you are a strategic thinker passionate about delivering exceptional support and driving project success, we want you on our team.

Responsibilities:

Strategic Account Support

- Build strong relationships by acting as the main point of contact for all client-submitted cases. Ensure regular follow-up and continuous communication.
- Provide the highest level of support by quickly diagnosing and resolving client issues. Ensure KPIs are being met regularly.
- Establish a help desk to help desk partnership: Coordinate with the client's help desk team to ensure seamless communication and collaboration. This includes sharing best practices and providing mutual support for complex issues. Schedule and lead regular meetings with the client to review open cases, trends in cases, and opportunities for training and optimization.
- Develop escalation procedures: Create clear escalation paths for unresolved issues, ensuring that internal and client teams know the process and can act quickly to resolve critical problems.
- Monitor and improve help desk performance: Review help desk metrics and performance indicators regularly to identify areas for improvement and implement strategies to enhance overall support quality. Identify gaps in system usage and propose scalable, process-driven solutions. Create and distribute regular reports and dashboards for client review.
- Follow best practices for Knowledge Management. Contribute to both internal and client-facing documentation and knowledge bases. Participate in and develop training for continued learning and growth.

Enhanced Care Services

- Act as Delivery Manager for projects estimated under 20 hours, ensuring tasks are assigned to appropriate project managers, hours are tracked, and staying within scope. Provide definitions of cost and effort for projects.
- Monitor and communicate project status updates: Report weekly updates to leadership. Document timelines, risks, and contingency plans to keep projects on track. During regularly scheduled meetings, provide updates on hours used, project status, risks, and follow-up actions to the customer.
- Be an Advocate for your customer: Scope and refine requests for development enhancements. Collaborate with various departments to ensure project success.
- Be an Advocate for Datacor: Spot potential areas for expansion and innovation within clients' businesses.

Success Metrics:

- Standard Support KPIs: Response, Communication, Resolution time, Backlog/Aged Backlog, Customer Satisfaction, and other project measurements as needed.
- On-time delivery for optimization projects.
- Client engagement and executive alignment across support and services projects.
- Internal contribution to knowledge sharing, documentation, and process standardization.

Qualifications:

- Bachelor’s degree in Computer Science, IT Management, Manufacturing, Business Administration, or related field (or equivalent experience).
- 2–3 years of ERP experience required.
- Strong understanding of help desk to help desk models of customer support.
- Strong organizational skills with attention to detail and the ability to prioritize and complete support cases and projects on time.
- High proficiency with Microsoft Office and business productivity tools.
- Excellent verbal and written communication, time management, interpersonal, and presentation skills.
- Strong desire to provide Best-in-Class customer service.
- Process-driven mindset focused on repeatability and scalability.
- Passion for analyzing data, solving problems, and driving continuous improvement.
- Ability to thrive in cross-functional, collaborative environments.

EOE Statement:

Datacor is an Equal Opportunity Employer and does not discriminate on the basis or race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic.

Use of AI During Interviews:

At Datacor, we value thoughtful problem-solving and authentic perspectives. To ensure a fair and consistent evaluation process, we ask that candidates do not use generative AI tools or outside assistance during live interviews unless explicitly stated otherwise. We're interested in hearing your experience, your approach, and how you think through challenges.

## About Datacor

## Company Overview
- **One-liner**: Datacor provides purpose-built business management and engineering simulation software for process manufacturers, chemical distributors, and engineers.
- **Entity Type**: Private (no disclosed funding rounds; bootstrapped or private equity-backed)
- **Headquarters**: Florham Park, New Jersey, United States
- **Founded**: 1981
- **Founders**: Not publicly available

## Core Business
- **Primary industry/industries**: Process manufacturing, chemical distribution, engineering simulation
- **Target customers**: B2B – process manufacturers, chemical distributors, and engineering firms of all sizes (SMB to enterprise)
- **Mission or purpose statement**: "Empower process manufacturers, chemical distributors, and engineers worldwide with advanced business management and engineering simulation software." [datacor.com](https://www.datacor.com/company/about)

## Products & Services
- **Enterprise Resource Planning (ERP)**: Integrated business management for process manufacturing and chemical distribution (SaaS/on-premise).
- **Customer Relationship Management (CRM)**: Sales and customer management tailored to the process industries.
- **Manufacturing Execution System (MES)**: Real-time production tracking and control.
- **Warehouse Management System (WMS)**: Inventory and warehouse optimization.
- **Formulation**: Recipe and formula management for chemicals, food, and animal nutrition.
- **Regulatory Control**: Compliance and labeling for hazardous materials.
- **Asset Tracking**: Equipment and container tracking.
- **Nutrition Labeling**: Automated nutrition facts generation.
- **Feed ERP**: Specialized ERP for animal feed manufacturers.
- **Chemical Process Simulation**: Engineering simulation for chemical processes (e.g., CHEMCAD).
- **Flow Simulation**: Fluid flow and piping system analysis (e.g., AFT Fathom, Arrow).
- **Laboratory Information Management System (LIMS)**: Lab data management.
- **Statistical Quality Control (SQC)**: Quality monitoring and analysis.

## Market Standing
- **Valuation/Market Cap**: Not disclosed
- **Key Metric**: Annual Revenue – $57 million (LinkedIn estimate, 2025) [linkedin.com](https://www.linkedin.com/company/datacorinc)
- **Notable Investors/Partners**: Not publicly available; the company has made several acquisitions (Baytek International, Chemstations, Format Solutions, GoldSim, Infonetics) indicating private equity or internal funding.
- **Growth Signals**:
  - Headcount grew 24% year-over-year to 264 employees (as of mid-2025) [linkedin.com](https://www.linkedin.com/company/datacorinc)
  - Acquired Baytek International in May 2025, expanding ERP capabilities.
  - Hiring for AI Optimization Engineer and Senior Lead Product Manager, Data Platform & Analytics – signaling investment in AI and data.
  - Remote-first global team spanning 37+ U.S. states and countries (Costa Rica, UK, South Africa, India, Canada).

## Competitive Advantages
- **Deep industry expertise**: 40+ years focused exclusively on process manufacturing, chemical distribution, and engineering – a niche most generalist ERP vendors cannot match.
- **Comprehensive suite**: Covers ERP, CRM, MES, WMS, simulation, LIMS, and regulatory – a one-stop platform for process industries.
- **Proven track record**: Thousands of customers and a history of acquisitions that broaden capabilities without diluting focus.
- **Engineering simulation leadership**: Products like CHEMCAD and AFT Fathom are established standards in chemical and fluid flow simulation.

## Strategic Focus
- **Continuous improvement** – incremental and long-term advancements in software and services.
- **AI and data platform** – recent hires for AI Optimization Engineer and Senior Lead Product Manager for Data Platform & Analytics, plus a Chief AI Officer, indicate a push toward AI-driven insights.
- **Global expansion** – growing presence in Costa Rica and other regions to support a remote-first workforce.
- **Customer-centric innovation** – emphasis on synthesizing customer feedback and market research to develop competitive advantages.

## Why Work Here
- **Remote-first culture**: Work from anywhere in the U.S. or select international locations; offices in Florham Park (NJ), Colorado Springs, Houston, Corpus Christi, and San Jose (Costa Rica). [careers.datacor.com](https://www.datacor.com/company/careers)
- **Flexible time off (FTO)** and paid parental leave.
- **Comprehensive benefits**: Premier medical, vision, dental with company-funded HRA, 401(k) with company contribution, competitive pay and bonus programs.
- **Growth opportunities**: 13 open roles as of mid-2025 across development (AI, simulation, data), implementation, product, sales, and support. [greenhouse.io](http://job-boards.greenhouse.io/datacor)
- **Values-driven**: Core values – Focus on Customer Experience, Continuous Improvement, Industry Experts and Innovators, One Team.
- **Engineering culture**: Roles like Senior Software Engineer – Engineering Simulation Group and AI Optimization Engineer highlight technical depth and impact.

## Sources
1. [datacor.com](https://www.datacor.com/) – Main website and product overview
2. [datacor.com/company/about](https://www.datacor.com/company/about) – About Us, history, solutions
3. [datacor.com/company/careers](https://www.datacor.com/company/careers) – Careers page, benefits, culture
4. [job-boards.greenhouse.io/datacor](http://job-boards.greenhouse.io/datacor) – Current job openings
5. [linkedin.com/company/datacorinc](https://www.linkedin.com/company/datacorinc) – LinkedIn company profile (revenue, headcount, acquisitions, employee growth)

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