{"id":1659418,"url":"https://alion.io/job/genlogs-technical-customer-support-representative","title":"Technical Customer Support Representative","company":{"id":673637,"name":"GenLogs","domain":"genlogs.io","url":"https://alion.io/company/genlogs","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":{"grade":"A","score":90,"open_postings":12,"ghost_share":0,"stale_share":0.417,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-07T05:47:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Washington, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":66000,"max_usd":123000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":173},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Computer Vision","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-01T14:40:55Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-08T01:21:10Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"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.\nABOUT THE GO-TO-MARKET TEAM\nThe 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. \nThe 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\nAs a Technical CSR, you will serve as a central point of contact for users, resolving issues, troubleshooting bugs, and equipping users with GenLogs capabilities.\nABOUT THE JOB\nThe 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.\nWHAT YOU’LL DO\nDevelop a deep understanding and expertise of our platform, data, APIs, and customer base\nCreate, Read, Update, and Delete: Manage ongoing CRUD within backend customer/user database to ensure proper permissions and access\nRespond 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\nTroubleshoot and resolve technical issues by guiding them through workflows and identifying user errors vs. product bugs\nDocument and take detailed notes in our support ticketing system.\nFollowing up daily on tickets to ensure the customer is taken care of as quickly as possible.\nCollaborate with Engineering and Integrations teams to translate user feedback into scalable solutions\nAssist Customer Success Managers in day to day technical support of users. This may include user onboarding, training, and ongoing office hours to user success\nQUALIFICATIONS\n3+ years experience in IT or technical user support\nStrong verbal and written communication skills, with the confidence to troubleshoot issues directly with users over the phone\nHigh ownership and follow-through in driving issues to resolution\nStrong understanding of APIs, webhooks, and relational databases\nSQL experience required\nB2B SaaS experience preferred but not required\nTransportation or Insurance experience preferred but not required\nBENEFITS\nHealthcare\nEmployer-covered comprehensive medical, dental, and vision plans for employee and dependents\nEmployer contribution towards premiums of optional higher-end plans\nTime Off\nUnlimited PTO\nSick leave\nCompany holidays (GenLogs observes all federal US Government holidays)\nFlexible leave for caregiving and medical needs\nFamily Support\nPaid parental leave\nProfessional Development\nBudget availability for approved professional development courses, certifications, and training\nTravel Support\n100% travel reimbursement for all approved company travel and spending\nRetirement Savings\n401(k) plan","description_format":"text","description_chars":3781,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Parental leave","Professional development","Retirement plans","Unlimited PTO"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-02T03:02:14Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":5,"expected_fill_days":45,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-10-07T05:47:15Z"},"pay":null,"html_url":"https://alion.io/job/genlogs-technical-customer-support-representative","json_url":"https://alion.io/job/genlogs-technical-customer-support-representative.json","meta":{"generated_at":"2026-10-08T02:49:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4949,"day_limit":5000,"remaining_today":51,"minute_limit":60,"resets_at":"2026-10-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":673637},"rest":"https://alion.io/mcp/rest/get_company?id=673637"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgenlogs-technical-customer-support-representative"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgenlogs-technical-customer-support-representative"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgenlogs-technical-customer-support-representative"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/genlogs-technical-customer-support-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgenlogs-technical-customer-support-representative"}]}