Technical Support Engineer

Summary

Join ShipHero as a Tier 1 Support Engineer and contribute to the success of our cutting-edge SaaS software. Partner with users to troubleshoot issues, identify bugs, and provide effective workarounds. Collaborate with engineers to resolve complex problems and develop internal resources such as knowledge base articles and applications. This remote position requires strong analytical, diagnostic, and troubleshooting skills, excellent communication abilities, and a willingness to learn in a fast-paced environment. You will work closely with customers and other support team members, becoming a product expert to resolve queries and issues. Identify and analyze trends to improve our support strategy and assist in escalating product issues to the engineering 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 of experience in the delivery of assisted support for SaaS products is required
• 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

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