Senior Technical Support Engineer
Shippit
full-time
Posted on:
Location Type: Hybrid
Location: Sydney • Australia
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Job Level
About the role
- Resolve complex, escalated technical issues through deep-dive research, reproduction, and advanced troubleshooting
- Audit customer support interactions and provide mentorship, training and actionable feedback to drive excellence across the broader team
- Identify issues trends across a customer cohort and partner with Engineering to triage and resolve systemic bugs or platform issues
- Monitor support queues and manage SLAs, ensuring internal Operating Level Agreements (OLAs) are consistently met
- Contribute to technical documentation and empower both internal teams and end-users with self-service resources in the Help Centre
- Interface with Implementation and Customer Success teams to ensure seamless technical operations for our customers
- Work effectively as part of a team working on multiple timezones, providing clear briefings and updates, and handovers where needed
Requirements
- Proven experience in technical support or a related role, ideally within the logistics software or SaaS industry
- Natural investigation and triaging skills to troubleshoot the core customer issue, facilitating effective solution delivery
- Demonstrated ability to manage and execute multiple customer engagements ranging in complexity, ensuring timely and successful resolution
- Excellent verbal and written communication skills, with experience giving effective feedback and leading customer workshops if required
- Strong expectation and relationship management skills, with a track record of acting as the primary point of contact for existing enterprise clients’ technical issues and challenges
- Proven ability to coordinate effectively with cross-functional internal teams (such as Product and Customer Success), ensuring alignment and seamless issue resolution for the customer
- Working hours can extend outside of standard business times, including mandatory On-Call shifts.
Benefits
- Flexible hybrid - ability to mix your working week between The Shippit office and your home office
- Employee Share Option Plan
- Generous parental leave policy and pet friendly office
- Wellbeing Policy with strong focus on whatever makes you feel good from inside out
- Unlocking your potential with a blend of in person and online learning and development opportunities
- Casual Friday everyday!
- Team outings, weekly lunches, team events, loaded pantry and more…
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporttroubleshootingissue resolutiontechnical documentationcustomer engagement managementlogistics softwareSaaS
Soft skills
mentorshipcommunicationrelationship managementinvestigation skillsteam collaborationfeedback deliverytime management