Technical Support Engineer - SaaS (London, UK)

About ShipperHQ and this position:

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 globe with 30+ members based in Austin, Texas. We are seeking an ambitious and self-motivated individual with a positive attitude and a strong collaborative mindset.

We’re looking for a talented customer service-focused Technical Support Engineer who is ready to get their hands dirty. The Support Team is fast-moving and tight-knit; the role requires a team player.

What You'll Do:

1. Providing live phone, email, and chat support for clients, users, and partners using our technology
2. Responding to customer inquiries in a timely and professional manner
3. Keeping client information up to date and organized in CRM
4. Diagnosing and resolving technical support issues
5. Troubleshooting & escalating deeper technical support issues after the initial investigation
6. Improving processes & documentation in order to reduce the support burden

What We're Looking For:

1. 2+ years experience as a Support Engineer or Customer Support related role
2. Proven ability to work as part of a team
3. Able to work to very high standards of quality consistently while ensuring tasks & customer requests are handled in a timely manner
4. Ability 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
5. Understanding software development principles and systems is preferred
6. Comfortable working in a Command Line Environment and the ability to read and understand code in various languages is a plus
7. Working in a challenging and dynamic environment with a steep learning curve

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. You will learn more at ShipperHQ in a year than you would in 3 years at other companies. We are an agile, fast-moving team that likes to roll up our sleeves and solve some of the biggest issues in shipping.

Benefits and Perks:

1. Work with a collaborative and motivated team with the ability to tie results in the organization directly to your actions
2. 22 Days Annual Leave

Logistics:

1. Working hours are Mon-Fri, 9:30 am - 6:00 pm with a 1-hour break for lunch
2. We are only considering candidates in the London area. This is a fully remote role with the occasional requirement for in-person engagements in London for training, collaboration, and/or team-building activities
3. Compensation is based on experience
4. To be considered for this position, applicants must have the legal right to live and work in the United Kingdom. Proof of eligibility will be required before the commencement of employment

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.