parcelLab

Support Engineer

• Serve as 2nd level support for our B2B customers, handling escalations passed on from our first-line support team
• Solve customer concerns arising from day-to-day operational business, using sound judgment on more complex or ambiguous cases
• Conduct deeper technical investigations into issues beyond first-line troubleshooting, including reviewing filter logic written in JavaScript
• Implement customer requests directly within the system
• Advise customers on optimizations, suggestions for improvement, and product information
• Recognize patterns across customer inquiries and flag recurring issues or improvement opportunities to the wider team

Technical Support Specialist