Technical Support Engineer

Summary

Join ShipHero as a Tier 1 Support Engineer and become a product expert on our platform, troubleshooting customer issues and identifying bugs. Partner with users, provide workarounds, and document communications in our ticketing system. Develop internal resources like knowledge base articles and applications. Collaborate with developers, designers, and customer success teams. This remote, work-from-home position requires strong analytical, diagnostic, and troubleshooting skills, excellent communication, and the ability to explain technical issues to non-technical audiences. You will also be responsible for identifying and analyzing trends to influence our Help & Support strategy and training less technical team members. This role offers a chance to be part of a cutting-edge SaaS company.

Requirements

• 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
• 1 - 2 years experience in the delivery of assisted support for SaaS product is required

Responsibilities

• Partner with users to troubleshoot, identify bugs, and provide workarounds
• Provide Engineers with details on bugs identified for the resolution of complex issues
• Document and manage Ticketing System based communication with customers and managing Ticket fields to enable reporting and analytics around our product performance and customer experience
• Writing and developing internal resources (knowledge base articles, applications)
• Work closely with customers and other members of the global support 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

• Company provided equipment you need to be happy at your job
• PTO + holidays
• Mandatory fun time. We mean it. Work-life balance in spades
• Robust benefit offerings include Health, Dental, Vision, Life, Accident, Short Term Disability and Critical Illness (availability dependent on location)