Technical Support Engineer
Technical Support Engineer - SaaS
About Us:
ShipperHQ is 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 50+ team members spread across the US, UK, Canada, India and Australia. 30+ members are based in Austin, TX. We are seeking an ambitious and self-motivated individual with a positive attitude and a strong collaborative mindset.
What You’ll Do:
As a Technical Support Engineer, you'll play a crucial role in assisting customers with technical issues and inquiries regarding our product. You'll leverage your expertise to troubleshoot problems, provide solutions, and ensure a seamless experience for our users, ultimately contributing to customer satisfaction and retention.
Your Impact:
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. We are an agile, fast-moving team that likes to roll up our sleeves and solve some of the biggest issues in shipping. You will learn more at ShipperHQ in a year than you would in 3 years at other companies because of our collaborative learning culture that fosters continuous growth and innovation.
Benefits and Perks:
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Aakr52gxkr
About Us:
ShipperHQ is 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 50+ team members spread across the US, UK, Canada, India and Australia. 30+ members are based in Austin, TX. We are seeking an ambitious and self-motivated individual with a positive attitude and a strong collaborative mindset.
What You’ll Do:
As a Technical Support Engineer, you'll play a crucial role in assisting customers with technical issues and inquiries regarding our product. You'll leverage your expertise to troubleshoot problems, provide solutions, and ensure a seamless experience for our users, ultimately contributing to customer satisfaction and retention.
Your Impact:
- Provide live phone, email, and chat support for clients, users, and partners using our technology
- Responding to customer inquiries in a timely and professional manner
- Keeping client information up to date and organized in our CRM
- Diagnosing and resolving technical support issues
- Troubleshooting & escalating deeper technical support issues after the initial investigation
- Improving processes & documentation to reduce the support burden
- Experience: You have 2+ years of experience as a Support Engineer or Customer Support role. You have the proven ability to work to very high standards of quality consistently while ensuring tasks & customer requests are handled promptly
- Tech-Savvy: You’re 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. A good understanding of software development principles and systems is a plus
- Personality traits: You’re comfortable working in a dynamic and challenging command-line environment with a steep learning curve. The ability to read and understand code in various languages is a plus
- Attitude: You're adept at navigating ambiguity and excelling in dynamic, rapidly growing organizations. You approach challenges with a positive attitude and take initiative to find solutions
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. We are an agile, fast-moving team that likes to roll up our sleeves and solve some of the biggest issues in shipping. You will learn more at ShipperHQ in a year than you would in 3 years at other companies because of our collaborative learning culture that fosters continuous growth and innovation.
Benefits and Perks:
- Collaborate with a motivated team, directly tying your results to organizational success
- Enjoy 22 days of PTO plus public holidays
- Benefit from 401k Match
- Medical, Dental, and Vision Insurance
- Maternity and Paternity Leave
- This is a full-time position working out of our Austin, TX office 2 days a week
- Compensation is based on experience
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Aakr52gxkr
-
Seniority level
Mid-Senior level -
Employment type
Full-time -
Job function
Information Technology -
Industries
Internet Publishing
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