ShipHero

Compliance

• Manage and configure our data privacy platform (Osano) to ensure compliance with global regulations.
• Own the end-to-end vendor risk assessment process.
• Play a critical role in our compliance programs by managing our GRC platform (Drata).
• Proactively research, summarize, and provide guidance on emerging data privacy regulations.
• Assist in drafting, reviewing, and maintaining compliance policies, procedures, and internal documentation.

GRC & Privacy Analyst

Platform Engineer

• Operate, improve, and extend ShipHero’s data infrastructure.
• Support engineering teams in enhancing the performance of reports, searches, and other data services.
• Be part of the Platform Team to address performance and reliability challenges in our data systems.
• Optimize both relational and non-relational databases for performance and scalability.
• Automate infrastructure management using infrastructure-as-code for consistency, scalability, and repeatability.
• Rotative On-call rotation 24x7.

Senior Data Platform Engineer

Support Engineer

• Partnering with ShipHero Strategic Customer base to troubleshoot, identify bugs, and provide workarounds
• Providing Engineers with details on bugs identified for the resolution of complex issues
• Writing and developing internal resources (knowledge base articles, applications)
• Being available to work from 3 AM to 12 PM EST (EMEA) or from 4 PM to 1 AM EST (APAC)
• Work closely with a designated set of customers 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
• Assist with 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
• Train and give feedback to less technical team members

Strategic Technical Support Engineer

• 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)
• 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.

GRC & Privacy Analyst

Senior Data Platform Engineer

Strategic Technical Support Engineer

Senior Support Engineer, SaaS