ABOUT THE GO-TO-MARKET TEAM

The Go-to-Market (GTM) team at GenLogs is responsible for bringing our Truck Intelligence™ platform to the organization that depend on trustworthy, real-time freight visibility. We work directly with brokers, carriers, shippers, insurance companies, and ports to define problems, scope operational deployments, and scale high-impact programs.

The Customer Support function is one of many distinct arms of the larger GTM umbrella, which also includes: Business Development, Sales, Pre-Sales, Customer Support, Partnerships, Channel, and Marketing.

ABOUT THE JOB

The primary focus of the Technical Customer Support Representative role is to provide world-class technical support to GenLogs’ day-to-day users. As a Technical CSR, you will have a direct impact on the customer experience and are vital to custom adoption of our data/software. You will serve as the initial point of contact for all technical questions, primarily via email and secondarily via Google Meet as necessary.

WHAT YOU’LL DO

• Develop a deep understanding and expertise of our platform, data, APIs, and customer base.
• Create, Read, Update, and Delete: Manage ongoing CRUD within backend customer/user database to ensure proper permissions and access.
• Respond to technical user questions and issues with urgency, clarity, and empathy via email/chat. For particularly complex issues, meet with customer technical teams via Google Meet.
• Troubleshoot and resolve technical issues by guiding them through workflows and identifying user errors vs. product bugs.
• Document and take detailed notes in our support ticketing system.
• Following up daily on tickets to ensure the customer is taken care of as quickly as possible.
• Collaborate with Engineering and Integrations teams to translate user feedback into scalable solutions.
• Assist Customer Success Managers in day to day technical support of users. This may include user onboarding, training, and ongoing office hours to user success.

QUALIFICATIONS

• 3+ years experience in IT or technical user support.
• Strong verbal and written communication skills, with the confidence to troubleshoot issues directly with users over the phone.
• High ownership and follow-through in driving issues to resolution.
• Strong understanding of APIs, webhooks, and relational databases.
• SQL experience required.
• B2B SaaS experience preferred but not required.
• Transportation or Insurance experience preferred but not required.

BENEFITS

• Healthcare: Employer-covered comprehensive medical, dental, and vision plans for employee and dependents; Employer contribution towards premiums of optional higher-end plans.
• Time Off: Unlimited PTO, Sick leave, Company holidays (GenLogs observes all federal US Government holidays), Flexible leave for caregiving and medical needs.
• Family Support: Paid parental leave.
• Professional Development: Budget availability for approved professional development courses, certifications, and training.
• Travel Support: 100% travel reimbursement for all approved company travel and spending.
• Retirement Savings: 401(k) plan.