Technical Support Engineer II

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ShipBob, Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2014

💼 Consulting

📣 Marketing

🚗 Transport

💰 $200M Series E on 2021-06

Consulting • Marketing • Transport

ShipBob, Inc. is a comprehensive 3PL (third-party logistics) service provider specializing in e-commerce order fulfillment. They offer a full stack fulfillment platform with OMS, IMS, RMS, ERP, and analytics to automate and streamline fulfillment processes. With a focus on omnichannel and B2B capabilities, ShipBob assists businesses in selling across online and in-person channels while offering services like inventory management, customization for unique unboxing experiences, and end-to-end managed freight. Their global network enables efficient 2-day shipping across the continental US and facilitates global expansion with fulfillment centers in multiple countries. Additionally, ShipBob integrates with popular eCommerce platforms like Shopify and Amazon, supporting a wide range of industries including health, beauty, and apparel. Their technology-driven approach enhances supply chain automation, providing reliable and transparent logistics solutions worldwide.

📋 Description

• Operate as a strong L2 support engineer within the SOC, handling moderately complex technical issues • Serve as an escalation point for L1 engineers • Contribute to system reliability and operational excellence through deeper troubleshooting, automation, and root cause analysis • Act as an L2 escalation point for Technical Support Engineer I on production and operational issues • Troubleshoot and resolve complex issues across endpoints, networking, cloud services, and internal applications • Own incident investigation, resolution, and documentation for assigned tickets • Perform preliminary root cause analysis and recommend corrective and preventive actions • Oversee ticket lifecycle management in Jira Service Management or similar, ensuring SLA adherence • Assist with user and access management systems such as Azure AD / Entra ID • Create and maintain knowledge base articles, runbooks, and troubleshooting guides • Identify recurring issues and contribute to process improvements and operational stability initiatives • Collaborate with senior engineers and cross-functional teams on complex issues • Participate in on-call rotations within a 24/7 support model • Report to the Director, SOC

🎯 Requirements

• Working knowledge of .NET applications and ability to assist in debugging and log analysis • Basic to intermediate experience with Python, PowerShell, or Bash • Ability to write and interpret SQL queries • Hands-on exposure to AWS, Azure, or GCP • Experience with monitoring and incident tools such as Datadog, PagerDuty, or New Relic • Ability to interpret logs, alerts, and performance metrics • Strong problem-solving, prioritization, and communication skills • Bachelor’s degree in Computer Science, Engineering, or related field • 3–5 years of experience in technical support, IT operations, or production support • Experience handling L2-level issues in a 24/7 support environment • Strong written and verbal communication skills • Preferred: ITIL or cloud certifications (AWS, Azure, GCP) • Preferred: Experience supporting SaaS, e-commerce, or logistics platforms • Preferred: Interest in automation and reliability engineering

🏖️ Benefits

• Medical, Term & Accidental Insurance • All Purpose Leave (casual & sick time): 12 days • Earned Leave: 15 days • Public Holiday: 12 days • Generous Maternity & Paternity Leave • Quarterly Wellness Day • Work From Home Allowance • Best-in-class AI and productivity tools from Day 1 at no cost for every full-time employee