ShipHero

Senior Support Engineer, SaaS

ShipHero

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $32,000 - $38,000 per year

Job Level

Senior

Tech Stack

GraphQLIoTPythonSOAPSQL

About the role

  • 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.

Requirements

  • 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.
  • 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.