Technical Customer Support Representative

GenLogs is a hardware, software, and data company building the next generation of Truck Intelligence™. Our mission is to build unbreakable supply chains in order to make our world safer and stronger. Through a nationwide network of sensors, we help our customers source carriers, eliminate fraud and theft, and provide real-time visibility on every truck in America. By operating at the intersection of edge sensing, computer vision, AI-driven analytics, and large-scale field deployment, GenLogs is transforming how transportation data is captured, secured, and commercialized.

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.

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.

• 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

• 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

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