Flexport
Atlanta, GA

IT Support Engineer at Flexport (Atlanta, GA)

| Atlanta, GA
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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. Our team works cross-functionally with our partners in IT Operations Engineering, IT TechOps, Security, People Ops, 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 around the world, in over 12 offices in 6 different countries.

You will:
  • You will be a customer service and support evangelist, assisting our customers via in-person walk-up, support ticket, email, or chat as needed.
  • You will work closely with IT staff to maintain IT support documentation, manage multiple IT queues and help to handle ticket escalations from our global IT Support team.
  • You love building relationships with customers, business partners, and IT team members alike.
  • You are passionate about IT end-user support, have an excellent background in Mac software, hardware troubleshooting, and are hungry to learn/grow in an Enterprise IT environment.
  • Perform hardware repairs, upgrades, migrations, and resolve problems in a timely manner or escalate on behalf of customers to senior technical staff. You will also need to travel to support our distributed offices and locations while supporting endpoint security standards (antivirus/firewall/patching/two-factor authentication).
  • Handle system access and maintain user accounts, passwords, data integrity & security while assisting with the on-boarding process, prepping and deploying systems, while leading our new hire orientation. All while managing the asset life cycle process, maintaining hardware inventory, accurate cycle counts, and decommissioning processes.
  • Help to evaluate hardware and software solutions and participate in IT projects 
You should have:
  • 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.
  • Extensive 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.
  • Past experience in being 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:
  • Minimum 2 - 5 years experience in IT Support in a professional environment
  • Experience using and managing ticket-based enterprise workflow management systems, particularly JIRA and other Atlassian products.
  • Strong customer service, problem-solving, and teamwork abilities
  • Outstanding communication and interpersonal skills
  • Extensive Technical knowledge of MacOS, 10.12.x, 10.13.x, 10.14.x, iOS, and Android
  • Advanced knowledge of Windows 10
  • Network fundamentals (laptop connectivity, VPN, printing)
  • Experience administering GSuite for Enterprise (Gmail, GCal, GDocs, etc)
  • Experience with video conferencing solutions and support (Zoom, BlueJeans, G-Meet, MS Team)
  • Experience with VOIP systems (RingCentral, Dialpad, hangouts etc.)
  • Ability to participate in an on-call rotation that includes after-hours and weekend support
  • Willingness to travel to Flexport offices around the world 
  • Some heavy lifting required
About Flexport:

At Flexport, we believe global trade can move the human race forward. That’s why it’s our mission to make it easy and accessible for everyone. We’re shaping the future of a $8.6T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes—from emerging brands to Fortune 500s—use Flexport technology to move more than $19B of merchandise across 112 countries a year. 

The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. At a valuation of $8 billion, we’re experiencing record growth and are proud to have the support of the best investors in the game who believe in our mission, solutions and people. Ready to tackle global challenges that impact business, society, and the environment? Come join us.

Worried about not having any logistics experience?

Don’t be! Our mission is to make global trade easy for everyone. That’s why it’s important to bring people from diverse backgrounds and experiences together with our industry veterans to help move the global logistics industry forward.

We know this industry is complex. That’s why we invest in education starting day one with Flexport Academy, a one week intensive onboarding program designed specifically to set every new Flexport employee up for success. 

At Flexport, our ability to fulfill our mission of making global trade easy for everyone relies on having a diverse, dedicated and engaged workforce. That is why Flexport is committed to creating and nurturing an environment where anyone can be their authentic self. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, age, physical and mental disability, health status, marital and family status, sexual orientation, gender identity and expression, military and veteran status, and any other characteristic protected by applicable law.

To learn more about what our tech teams have been up to, head to the Engineering Blog.

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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • RubyLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • LatitudeDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
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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 100% covered 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), free lunch and snacks, dog-friendly offices, pay equity, career advancement, and more.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program

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.

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

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