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# Product Support Specialist

- **Company:** DAT Freight & Analytics
- **Location:** Portland, OR, United States
- **Experience:** Expert
- **Salary:** $50,960.0 - $65,000.0
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Agile Methodology, Software as a Service, Computer Networks, Custom Software, Software Debugging, Ethernet, JSON, Log Analysis, Runbook, Simple Object Access Protocol (SOAP), Software Requirements Analysis, Systems Integration, Postman, Bug Reporting, Information Technology, Enterprise Integration, 3-tier Architectures, Api Design, Webhooks, Web Api
- **Published:** October 27, 2026
- **Apply:** https://www.careerbuilder.com/job-details/product-support-specialist-portland-or--7c6b27b6-91ea-4803-87e8-b9c666c1a620

## About the Role

* 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*

## Description

* 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.