Product Support Specialist, FourKites
+ Equity
Real-time supply chain visibility platform
Open for applications
Real-time supply chain visibility platform
501-1000 employees
Open for applications
+ Equity
501-1000 employees
Company mission
To drive end-to-end supply chain orchestration, with visibility as the foundation.
Role
Who you are
- Bachelor's degree or equivalent professional experience (Computer Science, Information Technology, Supply Chain Management, or related fields are preferred)
- 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)
- 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
- 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, 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
- We are looking for a detail-oriented problem solver who can navigate complex technical challenges and provide exceptional customer support in a fast-paced technology environment
- 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
- 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 and 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
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
Company
Funding (last 2 of 7 rounds)
Sep 2022
$10m
LATE VC
Mar 2021
$100m
SERIES D
Total funding: $211.6m
Company values
- One Team
- Bias for Action
- Extreme Ownership
- Customer Obsessed
- Attitude Matters
Company HQ
West Loop Gate, Chicago, IL
Articles
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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