FourKites
Specialist, Product Support
Chicago, IL
Sponsorship not specified$70k-$80kDetected 5 days ago
SQLAWSAzureCloud PlatformsDatadogRESTAccount ManagementOutbound SalesSupply ChainLogisticsHRISCustomer SuccessCustomer SupportPostmanAPI TestingResearchCommunicationCollaborationProblem Solving
About the role
- This role sits at the intersection of technical problem-solving and customer communication.
- 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.
- We'll help you figure out which path fits.
Responsibilities
- Customer Support & Triage
- Triage incoming requests - assess urgency, route appropriately, and own resolution for issues within scope
- 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
- We're always listening for new ways to support everyone in and out of the office.
- This comprehensive view, combined with AI-powered digital workers, enables companies to prevent disruptions, automate routine tasks and optimize performance across their supply chain.
- Specialist, Product Support
- 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.
Requirements
- 2+ years of experience in a technical support, customer success, or similar customer-facing technical role, ideally in B2B SaaS
- 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
Nice to have
- Familiarity with log management platforms (Splunk, Datadog, SigNoz or similar)
- Exposure to RESTful APIs and tools like Postman
- Beginner-to-intermediate SQL proficiency
- Experience with cloud platforms (AWS, Azure)
- Familiarity with EDI transactions or supply chain management software concepts
- Ability to evaluate AI-generated outputs critically - knowing when the answer is good enough to act on versus when it needs human judgment
- Spanish or Portuguese fluency a plus
- We encourage you to apply if you think you may be a fit and give us both a chance to find out!
Skills
- Serve as a primary point of contact for inbound customer and carrier communications across phone, email, and chat
- 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
- Look for opportunities to improve processes, reduce repeat contacts, and raise the quality bar for the team
Compensation
- The expected annual base salary range for this role is $70,000 - $80,000.
- Actual compensation will be determined based on several factors, including but not limited to experience, qualifications, skills, and business needs.
- In addition to base salary, this position is eligible for bonus and incentive compensation as well as participation in FourKites' employee stock option program.
Benefits
- 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 generous PTO and standard holidays.
- 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.
- Benefits include:
- Medical, Dental & Vision benefits starting on first day of employment
- 401k Retirement savings with employer match
- Bonus and incentive compensation as well as employee stock option program
- Employer paid life insurance and short term disability insurance
- Generous PTO, global recharge days, and volunteer days
- Paid parental leave for all parents
- Family planning and inclusive wellbeing resources
- Technology reimbursement
Company info
- 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
- At FourKites we have the opportunity to tackle complex challenges with real-world impacts.
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This listing is sourced directly from FourKites's careers page and normalized into a canonical job model.