Tier 1 Technical Support Engineer

Summary

Join ShipHero as a Tier 1 Support Engineer and contribute to a growing SaaS company revolutionizing eCommerce logistics. You will partner with users to troubleshoot issues, identify bugs, and develop internal resources. This remote position requires strong analytical and communication skills, along with experience in SaaS support. You will work closely with developers, designers, and customer success teams to ensure efficient problem resolution and customer satisfaction. The role involves becoming a product expert on the ShipHero platform and contributing to the overall support strategy. Apply now to be part of a dynamic and innovative team!

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 with Honeycomb or equivalent logging tools, GraphQL APIs, JIRA
• 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
• Write and develop 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

• 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

Benefits

This is a remote, work-from-home position