Escalation Engineer

About ShipperHQ and this position:

ShipperHQ is a startup 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 40+ team members spread across the US, the UK, Ireland, and Australia. 30+ members are based in Austin, TX. We are seeking an outgoing individual with a positive attitude who is willing to grow with the company.

We’re looking for a talented customer service-focused Escalation Engineer who is ready to learn the product quickly and get their hands dirty. Our ideal candidate will also have experience and passion for documentation, process refinement, and learning & development. The Support Team is fast-moving and tight-knit, the role requires a team player. 

The Escalation Engineer will contribute in the following areas:

• Investigate, analyze, and resolve complex technical issues escalated from Level 1 and Level 2 support teams.

• Develop and implement solutions to address recurring or challenging problems.

• Maintain a deep understanding of the organization's products, services, and technologies.

• Stay updated on industry trends and emerging technologies to provide innovative solutions.

• Create and maintain detailed documentation, including troubleshooting guides, knowledge base articles, and best practices for issue resolution.

• Collaborate with cross-functional teams, including developers, product managers, and QA teams, to identify and resolve product defects and enhance product reliability.

• Act as the final escalation point for complex technical issues, ensuring timely and effective resolutions.

• Proactively identify areas for improvement in support processes, tools, and workflows and work towards enhancing the support infrastructure.

The ideal candidate would have the following experience:

• 5-8 Years support experience in SaaS or other technical fields

• Understanding software development principles and systems

• Ability to read and understand code in various languages

• Experience writing knowledge base articles

• Creating and championing new procedures

• Ability to work to very high standards of quality consistently while ensuring tasks & customer requests are handled in a timely manner

• High degree of analytical and problem-solving skills 

• Proficiency in troubleshooting and resolving technical issues across various platforms and technologies.

• Experience with:

  • APIs: SOAP XML, REST JSON, GraphQL
  • MacOS/Linux terminal familiarity (incl. SSH, Bash scripts)
  • JS: React, Node
  • PHP
  • Rails
  • Java

The ideal candidate has the following qualities

• Process-oriented and ready to take charge of additional projects

• Self-learner with a can-do/will-do attitude and willingness to work as part of a team

• 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.

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. You will learn more at ShipperHQ in a year than you would in 3 years at other companies. We are an agile, fast-moving team that likes to roll up our sleeves and solve some of the biggest issues in shipping.

Benefits and Perks:

• Work with a collaborative and motivated team with the ability to tie results in the organization directly to your actions.

• 22 days PTO in addition to public holidays

• 401k Match

• Medical, Dental, and Vision Insurance

• Maternity and Paternity Leave

Logistics:

• We are only considering candidates within the Austin area as this is a full-time position working out of our Austin, TX office 2 days a week

• Compensation is based on experience

At ShipperHQ, we’re proud to be a team that’s as diverse as the merchants we serve. As a member of the e-commerce community, we take responsibility to empower shops large and small to grow and thrive through the power of technology to heart. With honesty, responsiveness, and innovation at the center of all we do, we remain committed to hiring the right people for the job, regardless of race, background, religion, or eccentricity.

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