Shippit1 follower3 jobs

Senior Technical Support Engineer

SeniorFull-timeHybridBarangaroo NSW 2000, AustraliaCustomer service and supportSoftware engineeringIT supportPosted 2 weeks ago
View your fit0 of 9 criteria met

About the job

As a Senior Technical Support Engineer at Shippit, you will be a technical heavy-hitter and customer liaison, driving an exceptional customer experience. Your expertise will help elevate the team’s technical capabilities and turn complex challenges into platform-wide victories. Collaboration is key, as you will work closely with Engineering to eliminate root causes and enhance both product and internal processes.

You'll be responsible for

🔧

Resolving complex technical issues

Resolve complex, escalated technical issues through deep-dive research, reproduction, and advanced troubleshooting.
📊

Auditing customer support interactions

Audit customer support interactions and provide mentorship, training and actionable feedback to drive excellence across the broader team.
📈

Identifying issue trends

Identify issues trends across a customer cohort and partner with Engineering to triage and resolve systemic bugs or platform issues.

What we're looking for

🔧

Proven technical support experience

Experience in technical support within logistics software or SaaS industries.

View fit

🕵️‍♂️

Investigation and triaging skills

Natural ability to troubleshoot and resolve core customer issues.

View fit

📅

Effective multi-engagement management

Experience managing multiple customer engagements with timely resolutions.

View fit

View more

Meet the team

About the company

View your fit

0 of 5 criteria met
Proven technical support experience
Experience in technical support within logistics software or SaaS industries.

View

Investigation and triaging skills
Natural ability to troubleshoot and resolve core customer issues.

View

Effective multi-engagement management
Experience managing multiple customer engagements with timely resolutions.

View

Strong communication skills
Excellent verbal and written skills for feedback and workshops.

View

Cross-functional coordination ability
Proven ability to collaborate with internal teams for seamless resolutions.

View

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