As a Senior Support Engineer at ShipHero, you will work with a range of responsibilities including:

Partnering with ShipHero Strategic 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 Standard and or Strategic support teams
Responsibility for preparing and delivery of escalation package to product development
Document solutions to foster continuous improvement across internal and as appropriate customers via our knowledge base (ShipHero Academy)

The team accomplishes these tasks by developing an exhaustive understanding of the application and working closely with ShipHero’s excellent developers, designers, and customer success teams. If you are interested in being part of cutting-edge SaaS software disrupting the industry, take a moment to apply!

This is a remote, work-from-home position. We collaborate daily with video chat and Slack.

The Strongest Applicants Have:

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 and approaches conducive to the pace of the IoT.
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.

Key Responsibilities:

Work closely with a highly skilled group of engineers and subject matter expert that embody the Tier 3 support team and collaboratively with 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.

Skills and Qualifications:

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 ZenDesk, JIRA is a plus
3+ years experience in the delivery of assisted support for SaaS product is required.

Perks:

Company provided equipment you need to be happy at your job.
PTO + holidays.
Mandatory fun time. We mean it. Work-life balance in spades.
Robust benefit offerings include Health, Dental, Vision, Life, Accident, Short Term Disability and Critical Illness (availability dependent on location)

Senior Support Engineer (Saas)

Anywhere in the world

Remote

Senior

ShipHero