Lead Technical Support Engineer at Shippit

Support, Full-time, Sydney sydney support engineering full-time
Posted 1 months ago

Shippit is a powerful technology engine that is revolutionising how the world sends anything, to anyone, located anywhere. Logistics infrastructure is a complex beast and we’re not only enhancing the experience for everyone involved, we’re impacting the planet in a positive manner. Our deliveries are already 100% Carbon Neutral. While Australian founded, we’re truly global in our approach and have the benefit of being a free moving startup yet with the security of impacting a thriving  industry that needs some love and attention.

The Lead Technical Support Engineer will be the technical interface to customers for resolution of escalations related to the use of the Shippit platform. You will be responsible for leading, developing, mentoring and auditing the quality control for the Technical Support Team (currently 9). Day-to-day you will be working to resolve root causes with help from the L3 Support / Engineering Team for issues, while following best practices and meeting customer expectations. You will also be required to assist with identifying patterns of issues and with technical documentation where necessary.

Our primary objective is to take care of our customers. We earn our customers’ trust by serving them in a reliable, timely, and helpful manner, by providing high quality service. Internally we mostly interact with Engineering/Professional Services/Account Management teams

What will I do?

  • Monitoring / managing queues and assisting with daily goals and conducting quality control to reduce errors and improve procedures
  • Working effectively with other teams to ensure the internal OLA are met
  • Identifying patterns of problem tickets and triaging with engineering teams on resolution
  • Listen to the needs of merchants and apply this knowledge to solve business and technical challenges and help drive merchant success.
  • Be the point of contact for customer escalations
  • Resolve any customer technical issues through diligent research, reproduction, and troubleshooting.
  • Ability to empower end-users to support themselves using our product and Help Centre.
  • Take ownership of client issues by case managing complex issues and drive towards a successful outcome.
  • Work as part of a global team, interface with team members from other time zones and provide daily briefing and handovers.
  • Able to perform a clear investigation of mishandled interactions with actionable recommendations.
  • Basic understanding of how to pull reports and manipulate data in SQL, Excel/Google Sheets/ Zendesk. Basic understanding of Ruby programming.
  • What will you bring?

  • Experience in leading and mentoring the technical support team, monitor team performance and report on metrics
  • Strong analytical & problem-solving skills, interpretation & presentation of data, attention to detail, and excellent written & verbal skills.
  • Knowledge of HTML, JavaScript/ JSON, SQL, API and web services.
  • Knowledge of platforms like Shopify, Magento, BigCommerce, NetSuite, Dear, Cin7 and TradeGecko, CRM, JIRA, Zendesk.
  • Be open to flexible working hours / on-call shifts
  • We’re on a mission that needs the right humans to help make ship happen!

    Our core values haven’t changed since launch, and we embrace and celebrate these values in our day-to-day. We love to push the envelope to break though old norms, make good sh*t taking passion and pride in our work, have a laugh through the good and challenging times and, we are good humans - we have heart and want to improve the world we live in whilst having fun along the way.

    We’re a great place to work and we can back that up. Shippit’s been ranked as #8 in Linkedin’s Hottest Startups to work at in 2020. We have a high-performance culture, everyone can make a difference, together we make great ship happen.

    We have an overriding focus on wellness and are committed advocates for mental health awareness and gender pay equality & we’re committed to supporting and nurturing our team with perks like flexible work arrangements, above industry-standard parental leave and so much more!