Senior Technical Support Engineer

Senior Technical Support EngineerShipperHQ 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.Position Overview: 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.Responsibilities:Provide technical support and solutions to clients through internal support ticketsPartner with customer-facing teams to provide direct client support through email, phone calls, and screen shares as neededDeliver a thoughtful, high-quality customer experience by communicating clearly, setting expectations, demonstrating empathy, and taking ownership through resolutionDiagnose, troubleshoot, and resolve complex technical issuesInvestigate issues thoroughly and escalate deeper technical problems to the appropriate teams with clear documentation and contextConsider the customer's business needs and impact when troubleshooting issues and recommending solutionsCreate and maintain high-quality Knowledge Base articles and internal documentationIdentify opportunities to improve support processes, procedures, and documentation to reduce support volume and improve the customer experienceKeep client information accurate, organized, and up to date in the CRMShare product and technical knowledge with teammates and contribute to team learning and developmentTake ownership of additional projects that improve the efficiency and effectiveness of the Support TeamQualifications:4+ years of experience in technical support, SaaS support, customer support, customer experience, or another technical customer-facing roleDemonstrated customer experience mindset, with the ability to balance technical problem-solving with empathy, clear communication, and an understanding of customer needsExperience working directly with customers and navigating complex or high-impact support situations with professionalism and ownershipStrong understanding of software development principles, systems, and technical conceptsAbility to read and understand code across various programming languages is a plusExperience creating and maintaining Knowledge Base articles or other technical documentationExperience developing, implementing, and championing new processes and proceduresStrong troubleshooting and problem-solving skills, with the ability to investigate issues independentlyExceptional attention to detail and a commitment to consistently delivering high-quality workStrong organizational and time-management skills, with the ability to balance customer needs, competing priorities, and deadlinesProcess-oriented mindset with a willingness to identify opportunities for improvement and take ownership of projectsSelf-directed learner with a can-do attitude and a willingness to jump in and help wherever neededExcellent customer-facing communication skills, including the ability to explain complex technical concepts clearly to audiences with varying levels of technical knowledgeStrong communication and collaboration skillsAbility to quickly develop a deep understanding of our shipping technology and use that knowledge to provide high-quality technical guidance and solutions to our customersWhy ShipperHQ?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. We are an agile, fast-moving team that likes to roll up our sleeves and solve some of the biggest issues in shipping. You will learn more at ShipperHQ in a year than you would in 3 years at other companies, thanks to our collaborative learning culture that fosters continuous growth and innovation.Benefits and Perks:Collaborate with a motivated team, directly tying your results to organizational success22 days of PTO plus public holidays401k MatchMedical, Dental, and Vision InsuranceMaternity and Paternity LeaveThis is a hybrid, full-time position working out of our Austin, TX office in the Arboretum AreaCompensation is based on experience