Technical Support Engineer

Summary

Join ShipHero as a Tier 1 Support Engineer and become a product expert on our platform, troubleshooting issues, identifying bugs, and providing workarounds for our customers. You will collaborate with users, engineers, and other teams to resolve complex issues and develop internal resources. This remote position requires strong analytical, diagnostic, and troubleshooting skills, excellent communication, and the ability to explain technical issues to non-technical audiences. You will also identify and analyze support trends to improve our strategy and assist in escalating product issues to the engineering team. The role involves training less technical team members and meeting performance targets related to response times and customer satisfaction. This is a work-from-home position with daily collaboration via video chat and Slack.

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 a non-technical audience in an engaging way
• A willingness to learn in a fast-paced environment
• Strong prioritization, organizational, and documentation skills
• Demonstrated reliability and ability to work in a team setting as well as independently
• A basic understanding of Python and web development (both front-end and back-end)
• Intermediate knowledge of databases (preferably SQL) and building queries
• Experience with Honeycomb or equivalent logging tools, GraphQL APIs, JIRA
• 1 - 2 years of experience in the delivery of assisted support for SaaS products is required

Responsibilities

• Partnering with users 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 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

Benefits

This is a remote, work-from-home position