Support Engineer
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Job Description
Support Engineer ensuring reliability and performance of ShipScience platform for over 700 customers. Collaborating with Engineering and Support teams to resolve escalated technical issues and improve operational processes.
Responsibilities:
- 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.
Requirements:
- 5+ years of experience in Support Engineering, Technical Support, Site Reliability, Technical Operations, Systems Administration, Customer Success Engineering, or a related technical role.
- Strong troubleshooting and root cause analysis skills.
- Comfortable working with SQL to investigate customer and operational issues.
- Experience supporting SaaS applications, APIs, integrations, authentication systems, and third-party platforms.
- Ability to clearly communicate technical findings to both technical and non-technical audiences.
- Strong organizational skills and ability to manage multiple investigations simultaneously.
- Experience working directly with Engineering teams to diagnose and resolve production issues.
- Self-starter who thrives in fast-paced startup environments and enjoys building processes from scratch.
- Experience with ecommerce, logistics, shipping, carrier systems, or operational technology is a strong plus.
- Experience with monitoring, observability, analytics, or automation tools is highly desirable.
Benefits:
- Equity available
- Health, dental, vision
- 401(k)
- Flexible PTO
- Remote-first team
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