Product Support Specialist, FourKites
$50-80k
+ Bonus + Incentive compensation + Employee stock option program
More information about location
AI supply chain orchestration & visibility platform
Open for applications
AI supply chain orchestration & visibility platform
501-1000 employees
Open for applications
$50-80k
+ Bonus + Incentive compensation + Employee stock option program
More information about location
501-1000 employees
Company mission
To drive end-to-end supply chain orchestration, with visibility as the foundation.
Role
Who you are
- We are looking for a detail-oriented problem solver who can navigate complex technical challenges, provide exceptional customer support in a fast-paced technology environment, and lead internal documentation initiatives that improve team effectiveness and knowledge sharing
- Bachelor's degree or equivalent professional experience (Computer Science, Information Technology, Supply Chain Management, or related fields are preferred)
- 2+ 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
- Experience creating, maintaining, or managing internal technical documentation (team wikis, internal knowledge bases, troubleshooting guides, process documentation, or similar)
- Experience coordinating cross-functional projects or initiatives involving multiple stakeholders
- Proficiency with log management tools (e.g., Splunk, Datadog, SigNoz)
- Experience with cloud platforms (e.g., AWS, Azure)
- Understanding of RESTful API interactions and related software (e.g., Postman)
- Knowledge of supply chain management software principles (e.g., EDI transactions)
- Beginner-to-intermediate SQL proficiency
- Strong written communication skills with ability to translate complex technical concepts into clear internal documentation
- 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
- Strong organizational skills and attention to detail for documentation management
- Ability to influence without direct authority when coordinating cross-functional initiatives
- English language fluency a must, Spanish and Portuguese fluency a plus
- Supply chain and logistics domain experience a plus
What the job involves
- FourKites is seeking a highly skilled Specialist to join our Product Support team in the US
- The Specialist will be responsible for providing advanced technical support for our B2B SaaS products, troubleshooting complex issues and managing them from issue identification to resolution, and using strong business empathy and communication skills to advise a diverse array of stakeholders—from Global 2000 shippers, to transportation and logistics companies across geographies and modes, to Mom-and-Pop trucking companies—on how to best use FourKites to accomplish their goals
- In addition to core support responsibilities, this role will serve as the Support Documentation Lead, owning the strategy, maintenance, and continuous improvement of the team's internal technical and process documentation
- This includes identifying documentation gaps, coordinating cross-functional documentation projects, and ensuring internal support resources remain accurate, accessible, and aligned with product evolution
- 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 team meetings and 4Ls retrospectives, so that you can use your experience to make us a more efficient and effective team
- Own and maintain the team's internal technical documentation library (troubleshooting guides, process documentation, technical references, etc.)
- Identify, prioritize, and close internal documentation gaps based on support trends, team feedback, and product releases
- Coordinate cross-functional documentation projects with Product Operations, Engineering, Product Management, and other stakeholders
- Establish and maintain internal documentation standards, templates, and best practices for the support team
- Train and enable team members on documentation contribution and maintenance processes
- Track internal documentation effectiveness through team feedback and utilization patterns, continuously improving based on insights
- Serve as the primary point of contact for internal documentation strategy and maintenance
- Other duties as required
- The Product Support team at FourKites sits at the center of our customer experience, helping shippers, carriers, and logistics partners solve complex, real-world challenges using our platform
- We work closely with Product, Engineering, and Customer Success to troubleshoot issues, surface insights, and continuously improve how FourKites is used at scale
- The team values deep technical curiosity, strong business empathy, and clear documentation—ensuring knowledge is shared, solutions scale, and customers succeed
Our take
The trucking industry has long struggled with inefficiencies, particularly due to a lack of visibility and shipping data. This often results in trucks underutilizing their capacity and driving empty miles. While Electronic Logging Devices (ELDs) have been introduced as a solution, they haven't motivated drivers employed by trucking companies to address these inefficiencies.
FourKites offers a digital platform that enhances visibility and efficiency in trucking routes and cargo capacity, reducing the number of empty miles. Rather than focusing on trucking companies or drivers, FourKites targets businesses that require shipping, aligning with their financial incentives to improve logistics efficiency.
Amid a competitive landscape of startups addressing inefficiencies in trucking, FourKites has found success by partnering with shipping companies and businesses that need their services. by making shipping partnerships contingent on using their technology, FourKites bypasses driver reluctance and delivers real efficiency improvements for the entire shipping process.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
1% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Sep 2022
$10m
LATE VC
Mar 2021
$100m
SERIES D
Total funding: $211.6m
Company HQ
West Loop Gate, Chicago, IL
Leadership
Matthew Elenjickal
(Founder & CEO)Matthew spent half a decade at i2 Technologies and served as an Oracle Consultant, before taking an MBA at Northwestern University. On graduation, they founded FourKites in August 2014, serving ever since as CEO.
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