Technical Support Engineer (SaaS - Tier 1)

At ShipHero we make it easy to manage eCommerce logistics in more ways than one. Our proprietary Warehouse Management Software (WMS) allows our customers to run an efficient warehouse and fulfill customer orders quickly and accurately. We want to put this great technology in the hands of more brands, retailers, and 3PLs to help them grow.

As a Tier 1 Support Engineer at ShipHero, you will work with a range of responsibilities including:

• Partnering with users to troubleshoot, identify bugs, and provide workarounds
• Providing Engineers with details on bugs identified for the resolution of complex issues
• Document and manage Ticketing System based communication with customers and managing Ticket fields to enable reporting and analytics around our product performance and customer experience.
• Writing and developing internal resources (knowledge base articles, applications)

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 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

Key Responsibilities:

• 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 and issues.
• Identify and analyze trends to influence our Help & Support strategy (i.e. common support requests and friction points).
• 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 to Engineering, and maintaining a clean ticket queue.
• Train and give feedback to less technical team members.

Skills and Qualifications:

• A basic understanding of Python and web development (both front-end and back-end)
• Intermediate 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
• 1 - 2 years experience in the delivery of assisted support for SaaS product is required.

Perks: (US Based Only)

• 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)

Our Core Values:

• Do the right thing - Our employees are held to the highest standards. We act with integrity and honesty, embrace accountability, and do what’s right, even when no one is watching.
• Tenacity - We take a relentless approach in our business: We show up expecting to win every day, obsess about serving our clients and employees, and are driven by results.
• Have Fun & Be Bold - We support work-life balance and have fun while being our bold and authentic selves.
• Scrappiness - We do more with less. We are scrappy, determined, resourceful, and relentless in delivering results.

ShipHero would like to thank all applicants for their interest; however, only those selected for an interview will be contacted.

Ship Hero is committed to a diverse and inclusive workplace. ShipHero is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age or any other characteristic protected by law. We are committed to providing employment accommodation in accordance with the law. If you require accommodations due to a disability at any stage of our hiring process, please notify our Human Resources Team.