Senior Support Engineer (SaaS)

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 Senior Support Engineer at ShipHero, you will work with a range of responsibilities including:

• Partnering with ShipHero Strategic Tier 1 and Tier 2 support teams to validate troubleshooting, confirm potential software bugs, and identify potential workarounds
• Own complex issues that exceed the remit of Standard and or Strategic support teams 
• Responsibility for preparing and delivery of escalation package to product development
• Document solutions to foster continuous improvement across internal and as appropriate customers via our knowledge base (ShipHero Academy)

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 communicate technical issues to technical teams (Engineering / Product) audiences to facilitate joint understanding of root cause and a path(s) to resolution. 
• Experienced in adaptive learning and approaches conducive to the pace of the IoT.
• Strong prioritization, organizational, and documentation skills
• Demonstrated reliability and ability to work in a team setting as well as independently.
• Experience working with support teams to support problem resolution.

Key Responsibilities:

• Work closely with a highly skilled group of engineers and subject matter expert that embody the Tier 3 support team and collaboratively with other members of the global ShipHero 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).
• Own and manage 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.
• Enable and improve technical skills and troubleshooting techniques by training and providing feedback to Tier 1 and Tier 2 technical team members and other ShipHero groups.

Skills and Qualifications:

• A strong understanding of Python and web development (both front-end and back-end)
• Experience and strong 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
• 3+ years experience in the delivery of assisted support for SaaS product is required.

Perks:

• 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.