ShipHero

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.

Senior Support Engineer, SaaS