Specialist, Product Support

About this role

Specialist, Product Support

Company Overview

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 Specialist to join our Product Support team. We're looking for someone who combines technical curiosity with genuine customer empathy — someone who's shown early ability to own complex problems end-to-end and is ready to grow into a role with real breadth across enterprise support, cross-functional collaboration, and evolving AI-driven workflows.

Job Description

The Specialist will provide advanced technical support for our B2B SaaS platform, owning issues from identification through resolution while advising a diverse range of stakeholders — from Global 2000 shippers, to transportation and logistics companies across geographies and modes, to independent trucking companies — on how to get the most out of FourKites.

This role sits at the intersection of technical problem-solving and customer communication. You'll triage inbound requests across channels (calls, cases, etc.), conduct proactive outbound engagement with customers and carriers, and serve as the connective tissue between our customers and our Product, Engineering, and Customer Success teams. You'll also work within a team that is actively integrating AI tools into its workflows — comfort navigating change and learning new tooling quickly matters here.

This is a high-growth seat. Depending on your strengths and interests, the role can develop toward a senior support engineering track (deepening technical expertise and shifting into break-fix collaboration with Engineering) or a Technical Account Management-style track (owning customer relationships with technical depth). We'll help you figure out which path fits.

Key Responsibilities

Customer Support & Triage

• Serve as a primary point of contact for inbound customer and carrier communications across phone, email, and chat

• Triage incoming requests — assess urgency, route appropriately, and own resolution for issues within scope

• Conduct proactive outbound outreach to customers and carriers to address emerging issues before they escalate

• Manage complex cases from first contact through resolution, keeping customers informed throughout

• Translate technical findings into clear, actionable guidance tailored to the customer's level of technical sophistication

Technical Investigation & Collaboration

• Troubleshoot platform issues using log analysis tools (e.g., SigNoz, Datadog, Splunk), API testing (e.g., Postman), and SQL queries

• Investigate data discrepancies and system behavior across integrations, working with Engineering when root causes require code-level fixes

• Identify patterns across cases that suggest systemic issues and surface them to Product and Engineering with clear supporting evidence

• Engage with Product Operations on customer-facing Knowledge Base feedback to improve self-service resources

Continuous Improvement

• Contribute to internal knowledge sharing — document what you learn, flag gaps in existing resources, help teammates ramp faster

• Participate in evolving AI-assisted support workflows, providing feedback on tooling and helping shape how the team works

• Look for opportunities to improve processes, reduce repeat contacts, and raise the quality bar for the team

Basic Qualifications

• 2+ years of experience in a technical support, customer success, or similar customer-facing technical role, ideally in B2B SaaS

• Demonstrated ability to manage multiple complex issues simultaneously while maintaining clear communication with customers

• Experience troubleshooting technical systems — you've dug into logs, tested APIs, or written queries to get to root cause, even if you're still building depth in those areas

• Comfort using AI assistants (e.g., ChatGPT, Claude, Copilot) as part of your workflow — you don't need to be an expert, but you should be someone who's already reaching for these tools to draft, research, summarize, or troubleshoot

• Strong written and verbal communication skills, with a track record of explaining technical concepts to non-technical audiences

• Comfort working across time zones and with distributed teams

• English language fluency required

Preferred Qualifications

• Experience supporting enterprise customers, particularly in supply chain, logistics, or transportation

• Familiarity with log management platforms (Splunk, Datadog, SigNoz or…