Technical Support Specialist

ShipHawk

Що робити

Own customer cases end-to-end: clarify the issue, investigate, resolve, and keep the customer informed until closure.
Investigate and reproduce issues in ShipHawk TMS and WMS by analyzing API requests and responses (JSON/XML), logs, and account configuration to find the root cause.
Troubleshoot integrations with ERP and eCommerce platforms (e.g., NetSuite) and carriers, including rating, labels, shipping documents, and tracking.
Resolve issues through configuration fixes, customer education, or workarounds. When a fix is not possible at your level, escalate through the defined process.
Report confirmed defects to Engineering in Jira with clear reproduction steps, business impact, and supporting evidence (payloads, logs, screenshots).

3+ years in technical customer support, application support, or a similar technical role.
Strong troubleshooting skills: comfortable reading JSON/XML payloads and logs and testing APIs with tools like Postman.
Hands-on experience using AI at work: writing effective prompts, troubleshooting with AI, and automating everyday tasks.
Excellent written and spoken English; able to explain technical issues clearly to non-technical customers.
Critical thinking and close attention to detail; able to work through problems with limited context.

Flexible work schedule: choose your preferred shift — 11:00 AM, 12:00 PM, 1:00 PM, or 2:00 PM to 8:00 PM, 9:00 PM, 10:00 PM, or 11:00 PM (Kyiv time).
$100/month for Health & Wellness expenses.
$500/year for medical expenses.
20 PTO days.
Top-level hardware of your choice; ownership will be passed to you.

Знайдено через trackr.help/jobs · Канал: @trackrhelp · Бот для персональних сповіщень: @trackrhelpBot