SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
GenLogs is building the next generation of Truck Intelligence™—a hardware, software, and data platform that provides real-time visibility into freight transportation. The company operates at the intersection of edge sensing, computer vision, AI-driven analytics, and large-scale field deployment to help customers source carriers, eliminate fraud and theft, and gain visibility across the trucking industry.
The Technical Customer Support Representative will serve as a central point of contact for GenLogs' day-to-day users, resolving technical issues, troubleshooting bugs, and helping customers maximize platform capabilities. This role is part of the Go-to-Market team and directly impacts customer adoption and experience.
Key responsibilities include:
- Develop deep expertise in the GenLogs platform, data, APIs, and customer base
- Manage backend customer/user database operations (CRUD) to ensure proper permissions and access
- Respond to technical user questions and issues via email and video calls with urgency, clarity, and empathy
- Troubleshoot and resolve technical issues by guiding users through workflows and distinguishing between user errors and product bugs
- Document detailed notes in the support ticketing system and follow up daily on tickets
- Collaborate with Engineering and Integrations teams to translate user feedback into scalable solutions
- Assist Customer Success Managers with user onboarding, training, and ongoing office hours
Requirements:
- 3+ years of experience in IT or technical user support
- Strong verbal and written communication skills, with confidence troubleshooting issues directly with users
- 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 industry experience preferred but not required
