Customer Support Associate
German Language
Posted on 10/18/2023

501-1,000 employees

Supply chain intelligence platform
Company Overview
Fourkites is a leading supply chain intelligence platform on a mission to enable customers to lower operating costs, improve on-time performance, and strengthen end-customers relationships.Tracking more than 2.5 million shipments daily across road, rail, ocean, air, parcel and courier, and reaching over 185 countries, FourKites combines real-time data and powerful machine learning to help companies digitize their end-to-end supply chains.
AI & Machine Learning
Data & Analytics

Company Stage

Series D

Total Funding





Chicago, Illinois

Growth & Insights

6 month growth


1 year growth


2 year growth

Experience Level
Desired Skills
Software Engineering
  • You thrive in fast-paced environments and are comfortable with ambiguity and lack of structure
  • You enjoy solving challenging problems using critical thinking and creativity
  • Entrepreneurial spirit - you make things happen and proactively step up when you recognize an opportunity
  • Intelligent with strong verbal and written communication skills
  • Comfortable talking to a wide variety of people, including leadership
  • Insatiable curiosity - you love learning new things
  • Demonstrated technical knowledge
  • Ability to extract, analyze and report on data; knowledge of database tables & SQL
  • Intermediate to advanced knowledge of Excel required
  • Working knowledge of Salesforce or other ticketing systems preferred
  • Familiarity with cloud software and developer tools, and is eager to learn new skills
  • Experience with API's and integration of enterprise SaaS applications. Knowledgeable in using Postman a plus
  • Strong knowledge of common data formats such as JSON and XML preferred
  • Fluent in German and English (Mandatory), Polish
  • Bachelor's or master's technical degree from an accredited university preferred but not necessary
  • 3-5 years of experience working as a product / application support engineer with a development background preferred
  • Proven ability to debug and troubleshoot complex issues and find resolutions
  • Proficient in MS Office, Google Apps, and CRM tools
  • Customer facing experience
  • Experience in logistics or SaaS a plus
  • Be able to work in any designated shift
  • Provide high quality support via phone, email in order to troubleshoot and resolve any issues
  • Become a product expert - you will be the go-to resource for understanding how our product works. Advocate customers on how to use our solutions
  • Identify and recommend process improvements to deliver the highest level of customer satisfaction
  • Highlight product bugs and partner with our engineering team to proactively get them fixed before they impact our customers
  • Create Jira's with engineering team with accurate analysis of customer reported product defects, that translates into confirmed bug fixes
  • Assist sales and customer success team by providing timely responses related to FourKites solutions
  • Proactively prioritize product bugs with engineering and escalate any delay in delivery of bug fix
  • Educate and support all internal users by sharing solution knowledge so that they are self reliant
  • Work in coordination with the sales and operations teams to provide product-based support
  • Identify detailed solutions for customers and communicate effectively with leaders from enterprise customers
  • Follow standard procedures for proper and timely escalation of unresolved issues to the appropriate internal teams
  • Provide product training & demos to internal and external customers
  • Perform UAT on product releases
  • Stay current with emerging technologies and industry trends
  • Maintain superior time management, organization skills and attention to detail
  • Demonstrate ability to adapt to a fast paced and changing technical environment
  • Ensure KPI's are exceeded
  • Drive root cause analysis, and champion problem resolution
  • Operate with minimal supervision and collaborate with peers
  • Review and measure individual performance against OKR's
  • Be a team player and collaborate with global team members to share best practices
  • Deliver continuous improvement and innovation in operations
Desired Qualifications
  • Strong understanding of Java, Spring Framework, and object-oriented programming principles
  • Familiarity with front-end technologies such as HTML, CSS, and JavaScript
  • Good knowledge of RESTful APIs and microservices architecture