Support Engineer

About the Role

The role reports directly to the CTO, providing a direct line to the technical leadership of the company. This position is ideal for someone who enjoys troubleshooting complex systems, working directly with data, and building operational processes that improve reliability and customer outcomes. As ShipScience continues to grow, this role will play a critical part in maintaining platform reliability and operational excellence.

What You Will Do

• Monitor the health and performance of customer accounts, integrations, and carrier connections across the ShipScience platform.
• Proactively identify accounts experiencing issues that could impact customer success or platform performance.
• Investigate synchronization failures, disconnected integrations, authentication issues, carrier account permission problems, and other operational exceptions.
• Ensure critical customer workflows continue to operate successfully and escalate issues when intervention is required.
• Serve as the primary escalation point for complex technical support issues.
• Diagnose and resolve customer-impacting issues involving carrier integrations, ecommerce platforms, authentication systems, and data synchronization processes.
• Perform detailed root cause analysis to determine whether issues originate from customer configurations, carrier systems, third-party platforms, or ShipScience software.
• Partner directly with customers to resolve technical issues, including password resets, account permissions, and integration troubleshooting.
• Document findings and recommended resolutions for recurring issues.
• Work closely with Product and Engineering teams to identify, reproduce, and prioritize software defects.

What We Are Looking For

• 3+ years of experience in a technical support or engineering role, preferably in a SaaS environment.
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues.
• Experience with Excel and data analysis.
• Excellent communication and interpersonal skills, with the ability to work closely with customers and internal teams.
• Strong understanding of technical concepts, including software development, networking, and database systems.
• Experience with ecommerce platforms and carrier integrations is a plus.
• Ability to work in a fast-paced environment and prioritize multiple tasks simultaneously.

Nice to Have

• Experience with programming languages, such as Python or Java.
• Knowledge of cloud-based infrastructure, including AWS or Azure.
• Familiarity with agile development methodologies and version control systems.
• Certification in IT service management, such as ITIL.

Benefits and Perks

• Competitive base salary.
• Equity available.
• Health, dental, and vision insurance.
• 401(k) retirement plan.
• Flexible PTO policy.
• Remote-first team with opportunities for professional growth and development.
• Access to cutting-edge technology and tools.
• Collaborative and dynamic work environment.

• To stand out in your application, highlight your experience with technical issue resolution and platform monitoring.
• Be prepared to discuss your analytical and problem-solving skills, and provide examples of how you have applied these skills in previous roles.
• Make sure to showcase your ability to work independently and as part of a team, as well as your excellent communication and interpersonal skills.
• If you have experience with ecommerce platforms or carrier integrations, be sure to highlight this in your application.
• When negotiating salary, consider the company's equity options and other benefits, such as flexible PTO and remote work arrangements.
• Be cautious of companies that do not provide clear information about their technology stack or expect excessive overtime without adequate compensation.