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Technical Support Engineer - Remote

Posted 79 weeks ago
Customer Service
Full Time
AR

Overview

As a Support Engineer at ShipHero, you will work with a range of responsibilities, including troubleshooting user issues, identifying bugs, and providing workarounds while collaborating with engineers and customer success teams.

In Short

  • Partner with users to troubleshoot and identify bugs
  • Provide engineers with details on bugs for resolution
  • Write and develop internal resources
  • Work closely with customers and global support team
  • Become a product expert on the ShipHero platform
  • Identify trends to influence support strategy
  • Assist with product issues and bugs escalation
  • Meet performance targets and maintain a clean ticket queue
  • Train less technical team members

Requirements

  • Basic understanding of Python and web development
  • Intermediate knowledge of databases (preferably SQL)
  • Experience with logging tools and GraphQL APIs
  • 1 - 2 years of experience in SaaS support
  • Strong analytical and troubleshooting skills
  • Excellent verbal and written communication skills
  • Ability to explain technical issues to non-technical audiences
  • Willingness to learn in a fast-paced environment
  • Strong prioritization and organizational skills

Benefits

  • Work from home flexibility
  • Collaborative team environment
  • Opportunities for professional growth
  • Commitment to diversity and inclusion
  • Support for work-life balance
ShipHero logo

ShipHero

ShipHero is a leading software platform that empowers hundreds of ecommerce businesses, facilitating the shipment of approximately US$5 billion worth of orders annually. Catering to a diverse range of customers selling on platforms like Shopify, Amazon, Etsy, and more, ShipHero is dedicated to solving complex operational challenges with reliable and fast technology. The company prides itself on creating beautiful, user-friendly solutions that are highly valued by its clients. With a fully remote team primarily based in the Americas and expanding into Europe, ShipHero fosters a collaborative culture that emphasizes effective communication and deep work. The company believes in the power of passionate and talented individuals working together to achieve remarkable outcomes.

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