Tier 3 Technical Support Engineer

Summary

Join ShipHero as a Tier 3 Support Engineer and partner with Tier 1 and Tier 2 support teams to validate troubleshooting, confirm software bugs, and identify workarounds. You will own complex issues exceeding the remit of lower-tier teams, prepare escalation packages for the Product Development team, and document solutions for continuous improvement. This remote position requires collaboration via video chat and Slack. The role involves becoming a product expert, identifying support trends, escalating product issues, meeting performance targets, and training junior team members. ShipHero values integrity, tenacity, fun, boldness, and resourcefulness.

Requirements

• A strong understanding of Python and web development (both front-end and back-end)
• Experience and strong knowledge of databases (preferably SQL) and building queries
• Experience working with web APIs (Rest, GraphQL, SOAP)
• Experience with Honeycomb or equivalent logging tools
• Experience with Ticket management systems like Zendesk and JIRA
• 3+ years of experience in the delivery of assisted support for a SaaS product is required

Responsibilities

• Partnering with ShipHero Tier 1 and Tier 2 support teams to validate troubleshooting, confirm potential software bugs, and identify potential workarounds
• Own complex issues that exceed the remit of Tier 1 and or Tier 2 support teams
• Responsible for preparing and delivering escalation packages to the Product Development team
• Document solutions to promote continuous improvement and knowledge sharing
• Collaborate closely with a highly skilled group of engineers, subject matter experts, and 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)
• Own and manage 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
• Enable and improve technical skills and troubleshooting techniques by training and providing feedback to Tier 1 and Tier 2 technical team members and other ShipHero groups

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 communicate technical issues to technical teams (Engineering / Product) audiences to facilitate joint understanding of root cause and a path(s) to resolution
• Experienced in adaptive learning methods and approaches aligned with the fast-paced nature of the industry
• 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

Benefits

This is a remote, work-from-home position