Specialist, Product Support

About the role

FourKites is looking for a Product Support Specialist to provide advanced technical assistance for our B2B SaaS platform. This role involves managing complex issues from start to finish, guiding various stakeholders, and acting as a link between customers and our internal teams. You will join a team that is actively incorporating AI tools into its daily work.

Key facts

What you'll do

• Be a primary contact for customer and carrier communications via phone, email, and chat.
• Evaluate incoming requests for urgency, direct them appropriately, and resolve issues within your scope.
• Proactively reach out to customers and carriers to address potential problems before they escalate.
• Handle complex cases from the initial contact through to resolution, keeping customers informed.
• Translate technical findings into clear, actionable advice suitable for the customer's technical understanding.
• Troubleshoot platform issues using log analysis tools, API testing, and SQL queries.
• Investigate data inconsistencies and system behavior across integrations, collaborating with Engineering for code-level fixes.
• Identify recurring issues across cases and report them to Product and Engineering with supporting evidence.
• Work with Product Operations to improve customer-facing Knowledge Base resources.
• Contribute to internal knowledge sharing by documenting findings and identifying resource gaps.
• Participate in the evolution of AI-assisted support workflows, providing feedback on tools and processes.
• Seek opportunities to improve processes, reduce repeated contacts, and enhance team quality.

Requirements

• 2+ years of experience in a technical support, customer success, or similar customer-facing technical role, preferably in B2B SaaS.
• Proven ability to manage multiple complex issues concurrently while maintaining clear customer communication.
• Experience troubleshooting technical systems, including investigating logs, testing APIs, or writing queries to identify root causes.
• Comfortable using AI assistants (e.g., ChatGPT, Claude, Copilot) for tasks like drafting, research, summarizing, or troubleshooting.
• Strong written and verbal communication skills, with a history of explaining technical concepts to non-technical audiences.
• Comfortable working across different time zones and with distributed teams.
• Fluent in English.

Nice to have

• Experience supporting enterprise customers, especially in supply chain, logistics, or transportation.
• Familiarity with 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 for AI tools to achieve consistent, useful outputs for support tasks.
• Exposure to AI-powered support tools (e.g., automated triage, AI-suggested responses, chatbots, session replay, or analytics platforms like Pendo).
• Ability to critically evaluate AI-generated outputs, discerning when human judgment is needed.
• Fluency in Spanish or Portuguese.

Skills & tools

• SigNoz
• Datadog
• Splunk
• Postman
• SQL
• ChatGPT
• Claude
• Copilot
• AWS
• Azure

Practical notes

This role is based out of our Chicago office with a hybrid schedule. Compensation includes an annual base salary, bonus, incentive compensation, and participation in the employee stock option program. Benefits include medical, dental, and vision coverage starting on day one, 401k with employer match, employer-paid life insurance and short-term disability, generous PTO, 5 global recharge days, paid parental leave, an annual wellness stipend, technology reimbursement, commuter benefits for Chicago employees, and ongoing learning opportunities.