Technical Customer Support Representative

GenLogs•Washington, DC

1d•Remote

About The Position

The Go-to-Market (GTM) team at GenLogs is responsible for bringing our Truck Intelligence™ platform to organizations that depend on trustworthy, real-time freight visibility. The Customer Support function is one of many distinct arms of the larger GTM umbrella. 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. 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.

Requirements

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

Nice To Haves

B2B SaaS experience preferred but not required
Transportation or Insurance experience preferred but not required

Responsibilities

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

Benefits

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