ShipScience

Support Engineer

• Monitor the health and performance of customer accounts, integrations, and carrier connections across the ShipScience platform.
• Proactively identify accounts experiencing issues that could impact customer success or platform performance.
• Investigate synchronization failures, disconnected integrations, authentication issues, carrier account permission problems, and other operational exceptions.
• Ensure critical customer workflows continue to operate successfully and escalate issues when intervention is required.
• Help maintain platform reliability and operational excellence as ShipScience scales.
• Serve as the primary escalation point for complex technical support issues.
• Diagnose and resolve customer-impacting issues involving carrier integrations, ecommerce platforms, authentication systems, and data synchronization processes.
• Perform detailed root cause analysis to determine whether issues originate from customer configurations, carrier systems, third-party platforms, or ShipScience software.
• Partner directly with customers to resolve technical issues, including password resets, account permissions, and integration troubleshooting.
• Document findings and recommended resolutions for recurring issues.
• Work closely with Product and Engineering teams to identify, reproduce, and prioritize software defects.
• Create clear bug reports, technical documentation, and escalation summaries that accelerate resolution.
• Validate fixes and monitor production performance following deployments.
• Assist with incident response and operational troubleshooting when production issues arise.
• Act as a bridge between customer-facing teams and Engineering during issue investigation and resolution.
• Partner with the Level 1 Support team to investigate and resolve escalated customer issues.
• Coordinate directly with carriers and third-party partners when platform or account issues require external support.
• Help establish escalation procedures and support playbooks for recurring issue types.
• Improve internal knowledge sharing and operational readiness across Support and Customer Success teams.
• Serve as a technical resource for complex customer and carrier-related investigations.
• Leverage SQL, Omni, MotherDuck, Claude, and other internal tools to investigate customer issues and identify operational trends.
• Analyze production data to uncover patterns, detect anomalies, and proactively identify potential customer-impacting issues.
• Build reporting, dashboards, and monitoring systems that improve operational visibility.
• Develop metrics and alerting systems that help prevent issues before they affect customers.
• Design and implement scalable processes for monitoring, escalation, and issue management.
• Build operational tooling, workflows, and documentation that improve support efficiency.
• Create and maintain internal runbooks, troubleshooting guides, and escalation procedures.
• Identify opportunities to automate repetitive support and monitoring tasks.
• Help define the future structure and best practices of the Support Engineering function at ShipScience.