Technical Support Engineer

Summary

Join ShipHero as a Tier 2 Support Engineer and become a product expert on our platform, troubleshooting customer issues and identifying bugs. Partner with strategic customers, provide workarounds, and collaborate with engineers and other teams. Develop internal resources like knowledge base articles and applications. This remote position requires strong analytical, diagnostic, and troubleshooting skills, excellent communication, and experience with SaaS support. You will identify and analyze trends to improve our support strategy, escalate issues to engineering, and meet performance targets. Train less technical team members and contribute to a collaborative and innovative environment.

Requirements

• Strong analytical, diagnostic, and troubleshooting skills
• A demonstrated passion for solving puzzles through persistence and patience
• Excellent verbal & written communication skills
• The ability to explain technical issues to both technical and non-technical audiences to facilitate joint understanding of root cause and a path(s) to resolution
• Experienced in adaptive learning and approaches conducive to the pace of the IoT
• Strong prioritization, organizational, and documentation skills
• Demonstrated reliability and ability to work in a team setting as well as independently
• Experience working with support teams to support problem resolution
• A basic understanding of Python and web development (both front-end and back-end)
• Intermediate knowledge of databases (preferably SQL) and building queries
• Experience working with web APIs (Rest, GraphQL, SOAP)
• Experience with Honeycomb or equivalent logging tools
• 2- 3 years experience in the delivery of assisted support for SaaS product is required

Responsibilities

• Partner with ShipHero Strategic Customer base to troubleshoot, identify bugs, and provide workarounds
• Providing Engineers with details on bugs identified for the resolution of complex issues
• Writing and developing internal resources (knowledge base articles, applications)
• Work closely with a designated set of customers and collaboratively with other members of the global ShipHero team
• Become a product expert on the ShipHero platform to help resolve customer queries and issues
• Identify and analyze trends to influence our Help & Support strategy (i.e. common support requests and friction points)
• Assist with identifying, reproducing, and escalating product issues and bugs to the Engineering team
• Meet all performance targets, including response times, high customer satisfaction, proper escalation to Engineering, and maintaining a clean ticket queue
• Train and give feedback to less technical team members

Preferred Qualifications

Experience with Ticket management systems ZenDesk, JIRA is a plus

Benefits

This is a remote, work-from-home position