Product Support Specialist

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 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.

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.

Location: Chicago preferred. Open to remote with monthly travel to Chicago

What you'll be doing:

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

About the Team

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.

Who you are

• 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

Compensation

The expected annual base salary range for this role is $50,000 - $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.

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FourKites is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you're excited about this role but don't meet every requirement, we encourage you to apply.