Product Support Specialist

• Deliver high quality service and support to all DAT customers and employees
• Schedule and lead technical working sessions with VIP customers to design, configure, and troubleshoot API and system-to-system integrations.
• Evaluate and certify proprietary or custom integrations created by customers who do not use commercially available off-the-shelf software.
• Function as the primary technical advisor during integration onboarding, major platform migrations, and complex system updates.

Advanced Case Management & Technical Escalations

• Own, track, and systematically resolve a heavy load of multi-step, multi-week technical cases through detailed diagnostic log analysis, API payload inspection, and root cause analysis.
• Monitor incoming volume continuously to identify critical or VIP customer escalations, taking immediate action to mitigate operational risk.
• Serve as a flexible call center backstop, stepping in to directly handle front-line phone, chat, and email channels during queue spikes or short-staffing scenarios.

Engineering Collaboration & Knowledge Transfer

• Bridge the gap between customers and Product/Engineering by translating customer defect trends into detailed technical bug reports and change requests.
• Participate in User Acceptance Testing (UAT) for release candidates to validate functionality and integration reliability prior to deployment.
• Turn high-complexity escalations into actionable coaching sessions, closing the loop with front-line engineers to upskill the broader support organization.
• Maintain comprehensive internal knowledge bases, API integration guides, and troubleshooting runbooks.

• Deep Technical Acumen & Integration Expertise: Hands-on experience working with APIs (REST/SOAP), webhooks, data payloads, and custom software integrations.
• Mastery of Long-Term Case Management: Exceptionally organized and detail-oriented; capable of managing a high-volume pipeline of complex, asynchronous cases requiring multi-day or multi-week root cause analysis.
• Strategic VIP Communication: Confident leading technical work sessions with executive and technical stakeholders at VIP enterprise client organizations.
• Technical Mentorship & Capability Building: Passionate about upgrading team-wide technical capabilities by converting escalated incidents into hands-on learning opportunities and technical documentation.
• Agile & Adaptive Leadership: Possesses a strong sense of urgency regarding high-priority/VIP escalations while remaining ready to jump into front-line queues during volume spikes or staffing shortages., * 3-5+ years of direct experience delivering Tier 2/Tier 3 technical support or integration engineering for SaaS products.
• Strong technical background in integrations: Experience inspecting and debugging API calls (REST/JSON/SOAP), using API testing tools (e.g., Postman), parsing system logs, and analyzing network traffic.
• Demonstrated case management experience: Proven ability to manage, prioritize, and resolve a large queue of long-running, multi-week technical cases without losing detail or traction.
• Technical Certification: CompTIA A+, Network+, or equivalent industry certification strongly preferred.
• Exceptional Communication: Ability to clearly explain complex technical root causes to both non-technical stakeholders and engineering teams.
• High School Diploma or equivalent required; degree in Computer Science, Information Technology, or related field preferred.
• System Requirements: DAT provides a laptop and productivity equipment. A dedicated, hard-wired ethernet connection (router/modem to laptop) is required for hybrid employees to ensure security and call quality (wireless, satellite, and cellular hotspots do not qualify).
• This position is not eligible for visa sponsorship*

For Oregon-based candidates, in compliance with Oregon’s Pay Equity and Transparency Act (effective January 2024), the salary range for this role is $24.50 - $31.25/hr plus benefits. DAT considers factors such as scope and responsibilities of the position, candidate’s work experience, education and training, core skills, internal equity, and market and business elements when extending an offer.

Why DAT?

DAT is an award winning employer of choice.

For starters, we have a hybrid work environment, but we also know what makes a great workplace. We have a time-tested and resolute set of operating values predicated on integrity, mutual respect, open communication, and executing with excellence. These values inform our strategic vision as much as any one of our products does. We’ve been an employer of choice in the Portland metropolitan area for four decades, and within one year of opening our Denver office, DAT was #26 on Built In Colorado’s 100 Best Places to Work In Colorado.

• Medical, Dental, Vision, Life, and AD&D insurance
• Parental Leave
• Up to 20 days of paid time off starting in year one
• An additional 10 holidays of paid time off per calendar year
• 401k matching (immediately vested)
• Employee Stock Purchase Plan
• Short- and Long-term disability sick leave
• Flexible Spending Accounts
• Health Savings Accounts
• Employee Assistance Program
• Additional programs - Employee Referral, Internal Recognition, and Wellness
• Free TriMet transit pass (Beaverton Office)
• Competitive salary and benefits package
• Work on impactful projects in a cutting-edge environment
• Collaborative and supportive team culture
• Opportunity to make a real difference in the trucking industry
• Employee Resource Groups

DAT is an award-winning employer of choice and a next-generation SaaS technology company that has been at the leading edge of innovation in transportation supply chain logistics for 45 years. We continue to transform the industry year over year, by deploying a suite of software solutions to millions of customers every day - customers who depend on DAT for the most relevant data and most accurate insights to help them make smarter business decisions and run their companies more profitably. We operate the largest marketplace of its kind in North America, with 400 million freights posted in 2022, and a database of $150 billion of annual global shipment market transaction data. Our headquarters are in Denver, CO, and Beaverton, OR, with additional offices in Missouri, and Bangalore, India. For additional information, see www.DAT.com/company., DAT is seeking a Senior Technical Support & Integration Specialist to join our award-winning Product Support team in Tigard, OR (Hybrid).

In this advanced, high-impact role, you will serve as a primary technical authority and escalation path across DAT’s SaaS product suite and integration ecosystem. You will partner directly with VIP enterprise customers to architect, validate, and support custom integrations, navigate complex multi-week case investigations, and act as a technical mentor across the support organization.

This is an opportunity to leverage deep troubleshooting skills, system architecture knowledge, and customer-facing leadership at a SaaS enterprise that has pioneered freight analytics for over 43 years.