Technical Customer Support Representative

GenLogs Corp.

United States

Remote

USD 55,000 - 90,000

Full time

14 days+

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Benefits offered by this job

Healthcare plans

Unlimited PTO

Sick leave

Company holidays

Flexible leave

Paid parental leave

Professional development budget

Travel reimbursement

401(k)

Job summary

GenLogs Corp. is seeking a Technical Customer Support Representative to deliver world-class technical assistance to day-to-day users of the Truck Intelligence platform.

You will be the first technical contact, respond via email and Google Meet, and guide customers through workflows. You will develop deep product knowledge, manage user permissions, troubleshoot bugs, document issues, and collaborate with Engineering and Integrations teams to translate feedback into scalable fixes.

Qualifications

3+ years experience in IT or technical user support.
Strong verbal and written communication with the ability to troubleshoot with users.
High ownership and follow-through to drive 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.

Responsibilities

Develop deep understanding of our platform, data, APIs, and customer base.
Respond to technical user questions via email/chat; use Google Meet for complex issues.
Troubleshoot and resolve issues by guiding users through workflows and distinguishing bugs from user errors.
Document and take detailed notes in the support ticketing system.
Follow up daily on tickets to ensure quick resolution.
Collaborate with Engineering and Integrations to translate feedback into scalable solutions.
Assist Customer Success Managers with onboarding, training, and ongoing support.

Skills

Technical support

APIs

SQL

Communication

Ownership

B2B SaaS

Troubleshooting

Job description

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
As a Technical CSR, you will serve as a central point of contact for users, resolving issues, troubleshooting bugs, and equipping users with GenLogs capabilities.

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