Specialist, Product Support

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 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
• 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
• Exposure to AI-powered support tooling (automated triage, AI-suggested responses, chatbot workflows, session replay or analytics platforms like Pendo)
• 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

Location

This role is based out of our Chicago office with a hybrid schedule.

We know that job postings can be intimidating, and research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. We encourage you to apply if you think you may be a fit and give us both a chance to find out!

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. Throughout the year, FourKites sets aside time during the workday to learn and celebrate diversity. We''re always listening for new ways to support everyone in and out of the office.

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
• Commuter benefits for in-office employees (Chicago)
• Annual Wellness Stipend
• Ongoing learning & development opportunities

About Fourkites

FourKites, the leader in AI-driven supply chain transformation for global enterprises and pioneer of real-time visibility, turns supply chain data into automated action. FourKites Intelligent Control Tower breaks down enterprise silos by creating a real-time digital twin of orders, shipments, inventory and assets. This comprehensive view, combined with AI-powered digital workers, enables companies to prevent disruptions, automate routine tasks and optimize performance across their supply chain. FourKites processes over 3.2 million supply chain events daily - from purchase orders to final delivery - helping 1,600-plus global brands prevent disruptions, make faster decisions and move from reactive tracking to proactive supply chain orchestration. For more information, visit www.fourkites.com.

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. Throughout the year, FourKites sets aside time during the workday to learn and celebrate diversity. We''re always listening for new ways to support everyone in and out of the office.

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