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