ShipHero is hiring a Technical Support Engineer to provide expert-level support for our Warehouse Management Software (WMS). In this role, you will partner directly with customers to troubleshoot complex issues, identify bugs, and help improve our platform by working closely with engineering and support teams.
What You'll Do
- Partner with users to troubleshoot, identify bugs, and provide effective workarounds.
- Provide Engineers with detailed reports on bugs to aid in resolving complex issues.
- Write and develop internal resources, such as knowledge base articles and 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.
- Identify and analyze support trends to influence our Help & Support strategy.
- 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, and maintaining a clean ticket queue.
- Train and give feedback to less technical team members.
What We're Looking For
- 1-2 years of experience delivering assisted support for SaaS products.
- 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.
Nice to Have
- 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, and JIRA.
Technical Stack
- Python
- SQL
- Honeycomb
- GraphQL APIs
- JIRA
Team & Environment
You will work closely with ShipHero’s developers, designers, and customer success teams.
Work Mode
This position supports a global work mode.
ShipHero is committed to a diverse and inclusive workplace. ShipHero is an equal-opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, disability, age, or any other characteristic protected by law.
