Technical Customer Support Representative

GenLogs is a hardware, software, and data company focused on building the next generation of Truck Intelligence™. The Technical Customer Support Representative will provide world-class technical support to users, resolving issues and troubleshooting bugs while enhancing customer experience and adoption of the platform.

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

Requirements:

• 3+ years experience in IT or technical user support
• Excellent written communication and documentation skills
• 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