Product Support Specialist

As a Product Support Specialist at FourKites, your primary responsibilities will involve managing technical support cases across our B2B SaaS products, troubleshooting complex issues, and ensuring smooth resolution from identification to closure. You will also analyze logs and platform configurations while communicating effectively with diverse stakeholders, making it crucial to balance technical understanding with excellent customer support.

To apply for the Product Support Specialist role at FourKites, candidates should have a bachelor's degree or equivalent professional experience in fields like Computer Science, IT, or Supply Chain Management. Additionally, at least 1 year of experience in technical support for software applications—preferably B2B SaaS or ERP systems—is required, along with skills in log analysis and advanced troubleshooting techniques.

FourKites is committed to the growth of its Product Support Specialists by fostering a collaborative culture that encourages professional development through continuous learning opportunities. Employees participate in regular team meetings and retrospectives, allowing them to share insights, learn from experiences, and contribute to improving processes and documentation.

Essential technical skills for a Product Support Specialist at FourKites include proficiency in log management tools like Splunk or Datadog, familiarity with cloud platforms such as AWS or Azure, and an understanding of RESTful APIs. Additionally, beginner-to-intermediate SQL proficiency is important, along with a basic knowledge of supply chain management software principles.

The work environment for a Product Support Specialist at FourKites is dynamic and fast-paced, with a strong emphasis on collaboration and inclusivity. The company promotes a hybrid work model, offering flexibility while also encouraging team interactions. Employees are celebrated for their contributions and encouraged to participate in initiatives that enhance team cohesion and support diverse perspectives.

When troubleshooting a technical issue, I first gather as much information as possible from the user to understand the context. Then, I analyze logs and configurations meticulously to identify the root cause. It's also essential to communicate clearly with users throughout the process, ensuring they feel supported and informed.

In a previous role, I encountered a recurring issue that affected multiple clients. I developed a systematic approach for troubleshooting it, which involved documenting each step and collaborating with cross-functional teams. Eventually, I implemented a solution that not only resolved the issue but also improved the overall customer experience.

To communicate technical information to non-technical stakeholders effectively, I focus on using analogies and plain language. I tailor my message to their level of understanding, making sure to highlight how the technical aspects relate to their specific goals or challenges.

In high-pressure situations, I prioritize staying calm and composed. I break down my workload into small, manageable tasks, making it easier to tackle issues one step at a time. I also ensure I communicate with my team to seek support and share updates on the situation.

I have hands-on experience with tools like Splunk and Datadog for log analysis. I utilize these tools to extract insights and diagnose issues. My troubleshooting techniques involve a methodical approach that combines log data examination, user feedback, and system behavior analysis.

To ensure customer satisfaction, I focus on active listening and empathy in all interactions. I aim to understand their concerns fully before providing solutions. Following up with them after resolution is also crucial to ensure the issue remains resolved and they feel valued as a customer.

My motivation comes from the opportunity to help others solve their challenges. I enjoy the problem-solving aspect of technical support and take pride in knowing that I contribute to making complex systems more manageable for users.

I am familiar with Salesforce Service Cloud for managing support cases, as well as various log management tools like Datadog. My experience with cloud platforms, including AWS and Azure, has also been vital for understanding complex integrations and systems.

I stay updated on technology trends by following blogs, attending webinars, and participating in relevant online forums. Networking with other professionals in the field also helps me learn best practices in customer support and technical troubleshooting.

I am drawn to FourKites because of its commitment to innovation and inclusivity. The opportunity to work with a diverse team and contribute to improving supply chain visibility resonates with my values and interests in technology and logistics.