Shippo

Support Engineer

• Lead a globally distributed team of Technical Support Specialists responsible for resolving complex API and integration issues while driving operational excellence at scale.
• Design and build a 24/7 technical support operation.
• Create clarity and accountability across time zones through strong operating rhythms, documentation, and async communication.
• Own hiring, onboarding, performance management, and career development for team members in multiple regions.
• Foster a culture of technical excellence, inclusion, continuous learning, and customer empathy.
• Act as a senior escalation point for complex partner issues involving APIs, integrations, authentication, webhooks, and platform behavior.
• Guide deep technical investigations and ensure issues are resolved with durable, scalable solutions.
• Partner closely with Engineering to drive effective handoffs, root-cause analysis, and post-incident reviews.
• Ensure high-quality technical documentation, runbooks, and knowledge articles are created and maintained.
• Support high-impact partner interactions and escalations, serving as a trusted technical leader when needed.
• Translate partner feedback and recurring issues into clear, actionable insights for our Product, Strategic Partnerships and Sales teams.
• Define and improve global support workflows, escalation paths, and coverage models.
• Track and improve key performance metrics including time to resolution, escalation rates, partner satisfaction, and issue recurrence.
• Use data and trend analysis to identify systemic issues and prioritize operational improvements.

Senior Manager, Technical Support

Chief Marketing Officer

• Own differentiated core messaging and value propositions across our app and API product lines, ensuring clarity for SMB shippers, mid-market direct customers, marketplace partners, and developers.
• Evolve Shippo's positioning beyond label generation toward a fuller story of shipping intelligence, reliability, and shipper success.
• Partner closely with the Brand team to ensure product messaging ladders up to an overarching brand platform that unites our business units.
• Build deep, ongoing understanding of our shipper segments, including their needs, pain points, and buying behavior across microbusinesses and SMBs through mid-market enterprise.
• Own competitive intelligence across current competitors and emerging players. Translate that intelligence into actionable positioning, sales tools, and battlecards.
• Conduct funnel analysis, user needs assessments, and pricing and packaging research that directly informs our product roadmap.
• Build repeatable launch playbooks across new product initiatives.
• Enable our sales and business development teams with targeted collateral, first pitch storytelling, and audience-specific narratives that close the MQL to SAL gap.
• Partner with sales leadership to eliminate MQL and SAL discrepancy through sharper audience targeting and more compelling demand gen narratives.
• Partner with the growth and product teams to rebuild the marketing site with clear delineation across audiences, reducing duplication and improving conversion.
• Recommend in-app messaging improvements that drive onboarding, engagement, and loyalty for app users.
• Drive education and empathy through product and lifecycle touchpoints that reduce churn and improve activation rates.
• Manage and develop a team of 3 to 4 product marketers, setting clear priorities, providing strong coaching, and helping each person do the best work of their career.

Senior Director of Marketing

Full-stack Engineer

• Design, implement, test, and deploy high-performance backend services that handle millions of requests daily with strong SLAs.
• Develop and maintain scalable microservices in Python and Golang, focusing on rating orchestration and carrier rate ingestion.
• Enhance and support our /shipments API, ensuring performance, accuracy, and low latency for all users.
• Collaborate with cross-functional partners (Product, Infrastructure, and Carrier Integrations) to deliver key API capabilities.
• Continuously improve the CI/CD pipeline for efficient, reliable, and automated deployments.
• Monitor, measure, and improve system health through metrics, logging, and observability tools.
• Participate in code and design reviews, providing thoughtful feedback and mentorship to peers and junior engineers.
• Engage in the team’s on-call rotation, troubleshooting production incidents quickly and effectively.
• Drive technical excellence and contribute to long-term architectural improvements across the rating system.

Senior Manager, Technical Support

Senior Director of Marketing

Software Engineer III, Rating