Tier 3 Technical Support Engineer - Remote

Overview

As a Tier 3 Support Engineer at ShipHero, you will work with a range of responsibilities to ensure effective eCommerce logistics management through our Warehouse Management Software.

In Short

• Partner with Tier 1 and Tier 2 support teams for troubleshooting and bug identification.
• Own complex issues beyond Tier 1 and Tier 2 support.
• Prepare escalation packages for the Product Development team.
• Document solutions for continuous improvement.
• Collaborate with engineers and customer success teams.
• Become a product expert to resolve customer queries.
• Identify trends to influence support strategy.
• Manage product issues and bugs escalation.
• Train Tier 1 and Tier 2 team members.
• Meet performance targets for customer satisfaction.

Requirements

• Strong analytical and troubleshooting skills.
• Excellent verbal and written communication skills.
• Experience in adaptive learning methods.
• Strong organizational and documentation skills.
• 3+ years of experience in SaaS support.
• Understanding of Python and web development.
• Strong knowledge of SQL databases.
• Experience with web APIs.
• Familiarity with logging tools.
• Experience with ticket management systems.

Benefits

• Work from home flexibility.
• Collaborative team environment.
• Opportunities for professional growth.
• Supportive company culture.
• Diversity and inclusion commitment.