Sr. Technical Support Engineer

ShipperHQ•Austin, TX

4d•Hybrid

About The Position

ShipperHQ is a trusted leader in the e-commerce shipping space, with over 15 years of experience helping merchants deliver better checkout experiences. Founded in 2009, we power shipping logic and checkout optimization for thousands of brands, from DTC disruptors to enterprise retailers, in 150+ countries. Based in Austin with a global team, we’re a fast-moving, product-led company shaping the future of e-commerce logistics. We’re looking for a customer-focused Senior Technical Support Engineer who can quickly learn our product, dig into complex technical issues, and deliver a high standard of support. The ideal candidate combines strong technical troubleshooting skills with a customer experience mindset- someone who understands that resolving the technical issue is only part of delivering a great support experience. They should be able to communicate clearly, build trust with customers, and approach problems with empathy, ownership, and an understanding of the customer’s goals and business impact. The ideal candidate is also technical, process-oriented, and passionate about documentation, continuous improvement, and knowledge sharing. Our Support Team is fast-moving and collaborative, so this role requires someone who is comfortable working as part of a team while also taking ownership of problems and projects from start to finish.

Requirements

4+ years of experience in technical support, SaaS support, customer support, customer experience, or another technical customer-facing role
Demonstrated customer experience mindset, with the ability to balance technical problem-solving with empathy, clear communication, and an understanding of customer needs
Experience working directly with customers and navigating complex or high-impact support situations with professionalism and ownership
Strong understanding of software development principles, systems, and technical concepts
Experience creating and maintaining Knowledge Base articles or other technical documentation
Experience developing, implementing, and championing new processes and procedures
Strong troubleshooting and problem-solving skills, with the ability to investigate issues independently
Exceptional attention to detail and a commitment to consistently delivering high-quality work
Strong organizational and time-management skills, with the ability to balance customer needs, competing priorities, and deadlines
Process-oriented mindset with a willingness to identify opportunities for improvement and take ownership of projects
Self-directed learner with a can-do attitude and a willingness to jump in and help wherever needed
Excellent customer-facing communication skills, including the ability to explain complex technical concepts clearly to audiences with varying levels of technical knowledge
Strong communication and collaboration skills
Ability to quickly develop a deep understanding of our shipping technology and use that knowledge to provide high-quality technical guidance and solutions to our customers

Nice To Haves

Ability to read and understand code across various programming languages is a plus

Responsibilities

Provide technical support and solutions to clients through internal support tickets
Partner with customer-facing teams to provide direct client support through email, phone calls, and screen shares as needed
Deliver a thoughtful, high-quality customer experience by communicating clearly, setting expectations, demonstrating empathy, and taking ownership through resolution
Diagnose, troubleshoot, and resolve complex technical issues
Investigate issues thoroughly and escalate deeper technical problems to the appropriate teams with clear documentation and context
Consider the customer’s business needs and impact when troubleshooting issues and recommending solutions
Create and maintain high-quality Knowledge Base articles and internal documentation
Identify opportunities to improve support processes, procedures, and documentation to reduce support volume and improve the customer experience
Keep client information accurate, organized, and up to date in the CRM
Share product and technical knowledge with teammates and contribute to team learning and development
Take ownership of additional projects that improve the efficiency and effectiveness of the Support Team