Product Support Specialist

FourKites is seeking a Specialist to join our Product Support team 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 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 escalated 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 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 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 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 Exposure to RESTful APIs and tools like Postman 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 Experience writing effective prompts to get consistent, useful outputs from AI tools - for case summarization, root cause investigation, customer communication drafting, or similar support tasks Demonstrated ability to manage multiple complex issues simultaneously while maintaining clear communication with customers 2+ years of experience in a technical support, customer success, or similar customer-facing technical role, ideally in B2B SaaS Comfort working across time zones and with distributed teams Ability to evaluate AI-generated outputs critically - knowing when the answer is good enough to act on versus when it needs human judgment Experience supporting enterprise customers, particularly in supply chain, logistics, or transportation Beginner-to-intermediate SQL proficiency Exposure to AI-powered support tooling (automated triage, AI-suggested responses, chatbot workflows, session replay or analytics platforms like Pendo) English language fluency required Strong written and verbal communication skills, with a track record of explaining technical concepts to non-technical audiences 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 Familiarity with EDI transactions or supply chain management software concepts Spanish or Portuguese fluency a plus Familiarity with log management platforms (Splunk, Datadog, SigNoz or similar) Experience with cloud platforms (AWS, Azure) #J-18808-Ljbffr