Product troubleshooting ability
Ability to work through application behavior methodically and identify likely causes instead of treating symptoms only.
Customer Support
Help customers stay productive inside BrokerPro
Resolve technical issues, explain product behavior clearly, and improve the freight workflows customers depend on in BrokerPro every day.
Customer Support
On-site
Full-time
Decatur, AL
Why this role matters
BrokerPro powers live freight operations
BrokerPro powers the workflows brokers rely on every day — from load creation and carrier communication to tracking, documents, and billing. When something breaks or behaves unexpectedly, customers feel it immediately in their day-to-day work. This role focuses on live operational workflows, not generic ticket handling. This role sits at the intersection of product, engineering, and real-world brokerage operations — where small issues can have real operational impact. You’ll be working directly in the workflows customers rely on — not abstract support queues.
Overview
Role summary
This role focuses on troubleshooting real brokerage workflows, communicating clearly with customers, and improving the loop between support and engineering. The role sits close to the operational realities of BrokerPro and helps turn customer friction into better product outcomes.
What you’ll do
You will work inside the parts of BrokerPro that customers rely on most and help keep those workflows understandable and stable.
- Troubleshoot live brokerage workflows
- Diagnose issues tied to loads, carrier communication, documents, tracking, and billing so customers can get back to work quickly.
- Explain product behavior with clarity
- Help customers understand what the system is doing, what the correct workflow should be, and what action to take next.
- Escalate issues with engineering-ready context
- Reproduce issues, capture the right technical detail, and translate customer pain into actionable information for the product team.
- Improve how customers self-serve
- Create and refine documentation or guidance that reduces repeat friction across common BrokerPro workflows.
Requirements
What you should bring
We are looking for a technically capable communicator who can work through customer issues calmly and represent the product well.
Clear written and verbal communication
Ability to explain technical concepts clearly to both customers and internal teams.
Customer-facing judgment
A professional, helpful approach when handling difficult or time-sensitive support conversations.
Documentation discipline
Experience creating guides, tutorials, or other knowledge-base content that helps users succeed.
Performance
What success looks like
Success in this role means resolving issues thoroughly, creating confidence with customers, and giving engineering high-quality information when product changes are needed. The strongest candidates improve both customer experience and internal feedback loops.
Platform stack
What you'll build with
- Ruby on Rails v7.1+ → core application behavior
- Amazon Web Services → product infrastructure
- Sentry → production issue context
- Sidekiq → async workflow processing
- EDI → customer integration workflows
- Ahoy → product usage context
- Hugo → related web experiences
Ready to talk?
If this role matches your experience, apply now and we’ll review your background.