Product Support Specialist

At FourKites we have the opportunity to tackle complex challenges with real-world impacts. Whether it’s medical supplies from Cardinal Health or groceries for Walmart, the FourKites platform helps customers operate global supply chains that are efficient, agile and sustainable.

Join a team of curious problem solvers that celebrates differences, leads with empathy and values inclusivity. 

FourKites is seeking a highly skilled Specialist to join our Product Support team in the US. We are looking for a detail-oriented problem solver who can navigate complex technical challenges and provide exceptional customer support in a fast-paced technology environment.

The Specialist will be responsible for providing advanced technical support for our B2B SaaS products, troubleshooting complex issues and managing them from issue identification to resolution, and using strong business empathy and communication skills to advise a diverse array of stakeholders—from Global 2000 shippers, to transportation and logistics companies across geographies and modes, to Mom-and-Pop trucking companies—on how to best use FourKites to accomplish their goals.

What you’ll be doing:

• Manage your support casework from issue identification to resolution using Salesforce Service Cloud
• Analyze and diagnose technical issues by meticulously examining application logs, platform configurations, ERP/TMS data, and other third-party data
• Communicate with a consultative voice and use business empathy to convey complex information in a manner that resonates with people with different levels of seniority and technical expertise
• Collaborate cross-functionally with our Product, Engineering, Customer Success, Implementation, Network Growth, and other teams to understand, own, and solve problems
• Engage with our Product Operations and team and Support Documentation Lead to provide continuous feedback on gaps and opportunities for improvement with our technical documentation and customer-facing Knowledge Base articles
• Escalate critical issues to senior technical teams with clear, concise problem statements
• Participate in continuous improvement initiatives, such as weekly team meetings and a monthly team 4Ls retrospective, so that you can use your experience to make us a more efficient and effective team
• Other duties as required

    Who you are:

• Bachelor's degree or equivalent professional experience (Computer Science, Information Technology, Supply Chain Management, or related fields are preferred)
• 1+ years of technical support experience in software (preferably B2B SaaS applications and/or ERP systems) and/or transportation and logistics
• Proven experience in log analysis and advanced troubleshooting techniques
• Proven experience in roles requiring significant client-facing interaction and cross-functional collaboration

Technical Skills:

• Proficiency with log management tools (e.g., Splunk, Datadog, SigNoz)
• Experience with cloud platforms (e.g., AWS, Azure)
• Understanding of RESTful API interactions and related software (e.g., Postman)
• Knowledge of supply chain management software principles (e.g., EDI transactions)
• Beginner-to-intermediate SQL proficiency

Soft Skills :

• Exceptional problem-solving abilities
• Strong communication skills, both written and verbal
• Ability to work effectively in ambiguous and rapidly changing environments
• Patience and customer-centric approach to technical support
• Adaptability and willingness to learn new technologies quickly
• English language fluency a must, Spanish and Portuguese fluency a plus
• Supply chain and logistics domain experience a plus

Who we are:

FourKites® is the #1 supply chain visibility platform in the world, extending visibility beyond transportation into yards, warehouses, stores and beyond. Tracking more than 2.5 million shipments daily across road, rail, ocean, air, parcel and courier, and reaching over 185 countries, FourKites combines real-time data and powerful machine learning to help companies digitize their end-to-end supply chains. More than 1,000 of the world’s most recognized brands — including 9 of the top-10 CPG and 18 of the top-20 food and beverage companies — trust FourKites to transform their business and create more agile, efficient and sustainable supply chains.  

FourKites provides competitive compensation with stock options, outstanding benefits and a collaborative culture for all employees around the globe. To help you be your best, we have 5 global recharge days, in addition to standard holidays, and a hybrid, flexible approach to work. Parental leave for all parents, an annual wellness stipend and volunteer days also provide you with time and resources for self care and to care for others. Throughout the year, FourKites sets aside time during the workday to learn and celebrate diversity. And we're always listening for new ways to support everyone in and out of the office.

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