Technical Support Engineer - SaaS​

About Us:

ShipperHQ is headquartered in Austin, TX making a big impact in the e-commerce shipping space. Founded in 2009, we are a premier supplier of shipping software for e-commerce sites, selling to both SMB and Enterprise customers. We have 50+ team members spread across the US, UK, Canada, India and Australia. 30+ members are based in Austin, TX. We are seeking an ambitious and self-motivated individual with a positive attitude and a strong collaborative mindset.

What You’ll Do:

As a Technical Support Engineer, you'll play a crucial role in assisting customers with technical issues and inquiries regarding our product. You'll leverage your expertise to troubleshoot problems, provide solutions, and ensure a seamless experience for our users, ultimately contributing to customer satisfaction and retention.

Your Impact:

• Provide live phone, email, and chat support for clients, users, and partners using our technology

• Responding to customer inquiries in a timely and professional manner

• Keeping client information up to date and organized in our CRM

• Diagnosing and resolving technical support issues

• Troubleshooting & escalating deeper technical support issues after the initial investigation

• Improving processes & documentation to reduce the support burden

What We’re Looking For:

• Experience: You have 2+ years of experience as a Support Engineer or Customer Support role. You have the proven ability to work to very high standards of quality consistently while ensuring tasks & customer requests are handled promptly.

• Tech-Savvy: You’re able to quickly develop a deep understanding of the way our shipping software works, so you can provide consultancy services of a very high standard to our customers. A good understanding of software development principles and systems is a plus.

• Personality traits: You’re comfortable working in a dynamic and challenging command-line environment with a steep learning curve. The ability to read and understand code in various languages is a plus.

• Attitude: You're adept at navigating ambiguity and excelling in dynamic, rapidly growing organizations. You approach challenges with a positive attitude and take initiative to find solutions.

Why ShipperHQ?

This is a highly fast-paced environment where no two days will look alike. For the right candidate, with the right attitude, there are fantastic opportunities for career progression. We are an agile, fast-moving team that likes to roll up our sleeves and solve some of the biggest issues in shipping. You will learn more at ShipperHQ in a year than you would in 3 years at other companies because of our collaborative learning culture that fosters continuous growth and innovation.

Benefits and Perks:

• Collaborate with a motivated team, directly tying your results to organizational success

• Enjoy 22 days of PTO plus public holidays

• Benefit from 401k Match

• Medical, Dental, and Vision Insurance

• Maternity and Paternity Leave

Logistics:

• This is a full-time position working out of our Austin, TX office 2 days a week

• Compensation is based on experience

At ShipperHQ, we’re proud to be a team that’s as diverse as the merchants we serve. As a member of the e-commerce community, we take responsibility to empower shops large and small to grow and thrive through the power of technology to heart. With honesty, responsiveness, and innovation at the center of all we do, we remain committed to hiring the right people for the job, regardless of race, background, religion, or eccentricity.