Specialist Product Support

FourKites helps companies transform their end-to-end supply chain with real-time visibility. Over 1,500 of the world's most recognized brands, including 9 of the top-10 CPG and 18 of the top-20 Food & Beverage companies trust FourKites to digitize their supply chains for greater agility, efficiency and sustainability.

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, provide exceptional customer support in a fast-paced technology environment, and lead internal documentation initiatives that improve team effectiveness and knowledge sharing.

Job Description

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.

Key Responsibilities

Core Support Responsibilities

• 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

Documentation Lead Responsibilities

• 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

General

• Other duties as required

Desired Qualifications

• 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

Technical Skills

• 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

Soft Skills

• 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

Who we are:

FourKites®, the leader in AI-driven supply chain transformation for global enterprises and pioneer of advanced 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 global brands prevent disruptions, make faster decisions and move from reactive tracking to proactive supply chain orchestration. 

Working at FourKites

We provide competitive compensation with stock options, outstanding benefits and a collaborative culture for all employees around the globe, including:

• 5 global recharge days, in addition to standard holidays, and a hybrid, flexible approach to work.
• 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.
• Opportunities throughout the year to learn and celebrate diversity.
• Access to leading AI tools and foundation models, with the freedom to experiment and find creative ways to be more effective in your role

And we're always listening for new ways to support everyone in and out of the office.