Product Support Specialist

Join FourKites as a Product Support Specialist, where you'll provide advanced technical support for our B2B SaaS platform. You'll be the primary point of contact for customer and carrier communications, triaging incoming requests, managing complex cases, and troubleshooting platform issues. This role offers opportunities for growth in either a senior support engineering track or a Technical Account Management-style track.

• Serve as a primary point of contact for inbound customer and carrier communications across phone, email, and chat, triaging incoming requests and managing complex cases from first contact through resolution.
• Conduct proactive outbound outreach to customers and carriers to address emerging issues before they escalate, and translate technical findings into clear, actionable guidance tailored to the customer's level of technical sophistication.
• Troubleshoot platform issues using log analysis tools, API testing, and SQL queries, and investigate data discrepancies and system behavior across integrations, working with Engineering when root causes require code-level fixes.
• 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)
• We encourage you to apply if you think you may be a fit and give us both a chance to find out!