Customer Support Engineer

Vaga não está no LinkedIn

🕒 Maio 20

🤠 Texas – Remoto

🤠 Texas – Remote

💵 $60.000 - $100.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

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Turvo Inc.

SiteLinkedInTodas as Vagas

201 - 500 funcionários

🚗 Transporte

☁️ SaaS

Transport • SaaS

A Turvo Inc. é uma empresa que revoluciona a logística ao oferecer uma plataforma colaborativa baseada em nuvem. Ela disponibiliza um avançado sistema de gerenciamento de transporte (TMS) que melhora a visibilidade e a colaboração entre corretores de frete, 3PLs, embarcadores e transportadoras. A plataforma da Turvo conecta todos os envolvidos na cadeia de suprimentos, integrando sistemas como WMS, ERP e painéis de carga para fornecer rastreamento de envio em tempo real e análises. Esta solução abrangente visa otimizar as operações, maximizar o ROI e aumentar a eficiência geral e a satisfação do cliente em todo o setor logístico.

Descrição

• Own and manage customer-reported product issues, ensuring resolution within defined Service Level Agreements (SLAs). • Perform root cause analysis and coordinate with appropriate engineering teams to drive issue resolution. • Diagnose and resolve product and third-party integration issues, both technical and non-technical. • Investigate, document, and escalate complex or systemic issues to engineering teams. • Provide on-call support coverage for Sev 1 and Sev 2 customer incidents from 8:00 AM to 8:00 PM Central Time, as part of a rotating schedule. • Collaborate with product management, engineering, and site reliability engineering teams to identify recurring issues and performance improvement opportunities. • Act as the “voice of the customer” by sharing insights and feedback to influence product enhancements. • Create, maintain, and contribute to technical documentation and knowledge base articles for internal teams and customers. • Stay current with new products and services through regular monthly releases. • Work independently, making informed decisions while owning issues end-to-end.

🎯 Requisitos

• 3+ years of experience in fast-paced technical support, application support, or a related engineering role. • Bachelor’s degree in Engineering, Computer Science, Information Technology, Computer Information Systems, or a related field (or equivalent practical experience) • Strong troubleshooting skills with a proven customer-centric mindset. • Hands-on experience with tools and technologies such as: Kibana, Elasticsearch, MySQL, MongoDB, Browser Developer Tools, REST APIs / OpenAPI, RabbitMQ, Java Debugging, Python Scripting • Ability to work independently, manage multiple priorities, and take ownership of issues from start to finish. • Willingness to work flexible hours and participate in holiday/on-call rotations to meet customer SLA requirements. • Excellent written and verbal communication skills for effective interaction with customers and internal stakeholders. • Proficiency with support tools, CRM systems, and remote support technologies. • Adaptability to evolving industry trends and a dynamic support environment. • Prior experience in supply chain or logistics industries is a plus.

🏖️ Benefícios

• Discretionary bonuses