IT Support Engineer

| Atlanta, GA | Hybrid
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Build the programs to help Flexport growThe opportunity:

Flexport is looking for an IT Support Engineer who is passionate about providing an amazing customer experience while delivering outstanding technical support to Flexport employees. Our team works cross-functionally with our partners in IT TechOps, Security, People Ops, Workplace and other teams to coordinate work, handle ticket escalations, and resolve issues. We onboard new employees, provision new hardware, provide hands-on support and adhere to security standards for all Flexport employees globally. Ultimately we are responsible for supporting Flexport enterprise technology around the world, in over 12 offices in 6 different countries.

You will:

  • Assist Flexport employees via in-person walk-up, support ticket, email, or chat as needed.
  • Document support and operations processes.
  • Passionate about technology, have an excellent background in macOS, WindowsOS, software, hardware, network, troubleshooting, and are hungry to learn/grow in an Enterprise IT environment.
  • Maintain accurate Asset Management records.
  • Assist project task execution to improve systems and operations.
  • Assist creation and update of knowledge base articles
  • Willingness to travel to Flexport offices around the world (approx. 20% will be required).

You should have:

  • Strong service-oriented mentality is a must. Excellent communication/interpersonal skills, ability and willingness to learn and cross train with other IT team members required.
  • Experience in providing technical support in an Enterprise environment and a love for solving problems with a high level of professionalism and passion for customer service.
  • Comfort in working with and supporting all levels of an organization, up to and including company executives.
  • Enthusiasm and desire to learn and continuously develop your technical skills with an appreciation of the details, including maintaining and updating IT documentation and procedures.
  • Experience in documenting the status of cases and providing updates to customers, the global IT team, and leadership, with an understanding of the importance of inventory management, the asset lifecycle, and how to maintain an organized help desk.
  • Willingness to be a part of both a global and local team and a love of standardization and an understanding that consistency and adherence to best practices will help any organization scale.

You will need:

  • Experience in supporting computer issues
  • Strong customer service, problem-solving, and teamwork abilities.
  • Good verbal and written communication skills.
  • Basic Technical knowledge of macOS, Windows 10/11 and Network fundamentals.
  • A positive, service-oriented attitude, needs to be a problem solver.
  • Ability to participate in an on-call rotation that includes after-hours and weekend support.
  • Organizational skills both physically and logically
  • Some heavy lifting required.
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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • ReactLibraries
    • ReduxLibraries
    • GraphQLFrameworks
    • KubernetesFrameworks
    • Ruby on RailsFrameworks
    • TerraformFrameworks
    • AWS RedshiftDatabases
    • ElasticsearchDatabases
    • PostgreSQLDatabases
    • SnowflakeDatabases
    • AWS (Amazon Web Services)Services
    • GitHubServices
    • TableauAnalytics
    • FigmaDesign
    • LatitudeDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement

An Insider's view of Flexport

What’s the vibe like in the office?

During pre-COVID times, the SF office was designed as a hub of innovation. You can feel the creativity from the openness of the space, the dry-erase walls, the sound of coffee in the morning, and the waves of silence broken by laughter and understanding. The office made me want to wake up every day and go to work.

Jim

Engineer Manager

How do you collaborate with other teams in the company?

Any change at scale can make a huge difference. Working with our business leaders we identify these improvements, work through solutions and evaluate their effectiveness. Always looking for ways to reduce complexity.

Raphael

Senior Product Designer

How does the company support your career growth?

Flexport has supported my career growth by continuously providing opportunities for me to explore my interests. Whether it be passion projects, internal leadership opportunities or just casual conversations, Flexport and my colleagues have invested in my long term professional development.

Natalie

Client Solutions Associate

How do your team's ideas influence the company's direction?

Flexport is growing very quickly, and so is our product -- we welcome questions and unique ideas. Our engineers are empowered to identify critical projects, strategically prioritize them, and execute them. You decide how to get us to where we want to go.

Geoff

Chief of Staff

What kinds of technical challenges do you and your team face?

Efficiency, predictability and visibility are the key ingredients missing from the industry today. Our vision guides us to identify the right steps to get there. And be the standard technology of global trade.

Yuko

VP, Product Leadership

What are Flexport Perks + Benefits

Flexport Benefits Overview

Flexport is an employee forward company. We know that life comes first and want you to take the time you need with our flexible paid time off program. We offer highly subsidized health, vision, and dental insurance, 401K, performance bonuses, stock with a 10-year tax option, commuter benefits, a generous maternity (18 weeks with a phase back program that offers reduced hours and flexible schedule during their first month back) and paternity leave (8 weeks), dog-friendly offices, pay equity, career advancement, and more.

Culture
Volunteer in local community
Partners with nonprofits
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Diversity
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Company-sponsored happy hours
Pet friendly
Recreational clubs
Relocation assistance
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend

Additional Perks + Benefits

We're proud that we collectively speak over 40 languages and live on 3 continents. We strive to create a workplace where candidates, employees, and all community members within Flexport’s ecosystem of connected organizations are encouraged to share their stories, celebrate their cultures, and learn from one another. Joining Flexport means joining a truly global community.

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