What are the responsibilities and job description for the Sr. Technical Support Engineer position at ShipperHQ?
Sr. Technical Support Engineer
About ShipperHQ and this position:
ShipperHQ is a startup headquartered in Austin, TX making a big impact in the e-commerce shipping space. Founded in 2009, we are a premier supplier of shipping software for e-commerce sites, selling to both SMB and Enterprise customers. We have 40 team members spread across the US, the UK, Ireland, and Australia. 30 members are based in Austin, TX. We are seeking an outgoing individual with a positive attitude that is willing to grow with the company.
We’re looking for a talented customer service focused Technical Support Engineer that is ready to learn the product quickly and get their hands dirty. Our ideal candidate will also have experience and passion for documentation, process refinement, and learning & development. The Support Team is fast-moving and tight-knit, the role requires a team player.
The Sr. Technical Support Engineer will contribute in the following areas:
- Provide technical solutions for our clients through internal tickets
- Assist customer-facing teams in providing support directly through clients as needed through email, phone calls, or screen shares
- Diagnose and resolve technical support issues
- Document as you learn through knowledge Base articles
- Troubleshooting & escalating deeper technical support issues after the initial investigation
- Keeping client information up to date and organized in CRM
- Improving processes & documentation in order to reduce the support burden
The ideal candidate has the following experience:
- 4 Years Support Experience in SaaS or other Technical Fields
- Understanding software development principles and systems is preferred
- Ability to read and understand code in various languages is a plus
- Experience writing knowledge base articles
- Creating and championing new procedures
- Ability to work to very high standards of quality consistently while ensuring tasks & customer requests are handled in a timely manner
The ideal candidate has the following qualities
- Process-oriented and ready to take charge of additional projects
- Self-learner with a can-do/will-do attitude and willingness to work as part of a team
- Able to quickly develop a deep understanding of the way our shipping software works, so you can provide consultancy services of a very high standard to our customers.
This is a highly fast-paced environment where no two days will look alike. For the right candidate, with the right attitude, there are fantastic opportunities for career progression. You will learn more at ShipperHQ in a year than you would in 3 years at other companies. We are an agile, fast-moving team that likes to roll up our sleeves and solve some of the biggest issues in shipping.
Benefits and Perks:
- Work with a collaborative and motivated team with the ability to tie results in the organization directly to your actions.
- 22 days PTO in addition to public holidays
- 401k Match
- Medical, Dental, and Vision Insurance
- Maternity and Paternity Leave
Logistics:
- We are only considering candidates within the Austin area as this is a full-time position working out of our Austin, TX office 2 days a week
- Compensation is based on experience
At ShipperHQ, we’re proud to be a team that’s as diverse as the merchants we serve. As a member of the e-commerce community, we take responsibility to empower shops large and small to grow and thrive through the power of technology to heart. With honesty, responsiveness, and innovation at the center of all we do, we remain committed to hiring the right people for the job, regardless of race, background, religion, or eccentricity.