Senior Technical Support Engineer

A LITTLE ABOUT US

Shippit is Australia's best connected shipping software. Logistics infrastructure is a sophisticated beast, and we're not only improving the experience for everyone involved, we're impacting the planet in a positive manner: deliveries made through our platform are already 100% Carbon Neutral. Proudly Australian founded, we're truly global in our approach and have the benefit of being a free moving scaleup with the security of impacting a growing industry that needs some love and attention.

THE ROLE

The Senior Technical Support Engineer is a member of the Shippit Support team, who are responsible for interpreting our Podium merchants complex issues and providing solutions that enable them to extract the maximum value out of Shippit. Our team's success is based on partnering with and working with some of the biggest brands and retailers in the region and we need you to help us be a part of it

As a Senior Technical Support Engineer at Shippit, you'll ensure the smooth platform operation of Shippit's podium clientele. You'll be the primary technical contact for these customers, resolving complex issues and contributing to Shippit's product improvement.

DAY TO DAY

• Provide dedicated customer support via email, portals, and platforms like DevRev.
• Log, prioritise, track, and resolve customer issues while meeting SLA commitments.
• Troubleshoot system errors and complex technical problems using tools such as DataDog and Snowflake.
• Serve as the primary technical interface for key customers and the global escalation point for Tier 3 issues.
• Handle critical incidents, manage escalations, and coordinate with external stakeholders.
• Collaborate with cross-functional teams and developers to resolve challenges and build support tools.
• Maintain and update knowledge bases, documentation, and technical resources.
• Mentor junior staff, conduct technical training, and stay current with product updates.

WHAT YOU BRING

• Proven experience in technical support or a related role, ideally within the logistics software or SaaS industry.
• Strong capabilities in developing tailored statements of work and solution documentation, including activities, deliverables, timelines, and pricing.
• Demonstrated ability to manage and and execute multiple customer engagements ranging in complexity, ensuring timely and successful resolution.
• Excellent verbal and written communication skills, with experience leading customer workshops if required
• Strong expectation and relationship management skills, with a track record of acting as the primary point of contact for existing enterprise clients' technical issues and challenges
• Proven ability to coordinate effectively with cross-functional internal teams (such as Product and Customer Success), ensuring alignment and seamless issue resolution for the customer

Desirable (but not Essential) Experience and Skills

• Exposure to a high growth, startup or scaleup culture - demonstrating adaptability and resilience in fast-paced environments.
• High level knowledge or experience working in logistics or a comparable industry, with a strong understanding of industry-specific challenges and solutions (nice to have).
• Natural investigation and triaging skills to troubleshoot the core customer issue, facilitating effective solution delivery.
• Proficiency in languages/techology such as HTML, JavaScript/JQuery, Python, Ruby, JSON, SQL, API, web hooks, and scripting.

LIFE AT SHIPPIT

• Flexible hybrid
• ability to mix your working week between The Shippit office and your home office
• We are all builders
• we share our successes Be rewarded with our Employee Share Option Plan
• Family & paw friendly -
  generous parental leave policy and pet friendly office
• Be healthy
• Wellbeing Policy with strong focus on whatever makes you feel good from inside out.
• Fuel your growth journey
• Unlocking your potential with a blend of in person and online learning and development opportunities
• Be comfortable -
  Casual Friday everyday
• We love to have fun
• Team outings, weekly lunches, team events, loaded pantry and the list goes on…

FEEL VALUABLE

Join our high-performance culture at Shippit where you can make a difference. We're on a mission that needs the right #goodhumans to help make ship happen

Shippit actively supports a diverse workforce at all levels of the company and we all embody the core values that make our business unique. We foster a culture of inclusion at Shippit and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to creating a workplace where everyone feels valued, respected and empowered to bring their authentic selves to work. Our mantra is to make ship happen, every single day.

We're a phenomenal place to work, and we can back that up. Shippit's been ranked as #6 Best Place to Work by AFR in 2023. It doesn't stop there, we have a whole bunch of accolades we earnt over the years which we are super proud of.

Watch this - Culture at Shippit

Our recruitment process - we don't like to complicate things

1. Phone screening
2. nice and simple to start, let's get to know each other.
3. Hiring Manager Interview
4. impress your potential new Manager.
5. Technical/ Functional Interview
6. let your skills do the talking.
7. Values Interview
8. have you got what it takes to be a Shippster?

Get in touch

Apply now, and let's create something extraordinary