39 applicants

Company

FourKites, Inc. · 5 hours ago

Product Support Specialist

United States

Full-time

Remote

Entry Level

1+ years exp

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Enterprise SoftwareLogistics

Hiring Manager

Ramya Govindraj

Insider Connection @FourKites, Inc.

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Responsibilities

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 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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

B2B SaaSTechnical supportLog analysisSalesforce Service CloudERP systemsLog management toolsCloud platformsRESTful APIsSQLEnglish fluencySpanish fluencyPortuguese fluencySupply chain experience

Required

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

Proficiency with log management tools (e.g., Splunk, Datadog, SigNoz)

Understanding of RESTful API interactions and related software (e.g., Postman)

Beginner-to-intermediate SQL proficiency

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

Preferred

Bachelor's degree or equivalent professional experience (Computer Science, Information Technology, Supply Chain Management, or related fields are preferred)

Experience with cloud platforms (e.g., AWS, Azure)

Knowledge of supply chain management software principles (e.g., EDI transactions)

Spanish and Portuguese fluency a plus

Supply chain and logistics domain experience a plus

Benefits

Competitive compensation with stock options

Outstanding benefits

5 global recharge days

Standard holidays

Hybrid, flexible approach to work

Parental leave for all parents

Annual wellness stipend

Volunteer days

Company

FourKites, Inc.

Glassdoor

4.0

FourKites is the world's leading supply chain intelligence platform, delivering real-time visibility and execution for 1500+ companies and third-party logistics firms across 230 countries.

Founded in 2014

Chicago, Illinois, USA

501-1000 employees