Support Engineer

🔥 17 hours ago

🏄 California – Remote

🏄 California – Remote

💵 $110k - $150k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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ShipScience

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2018

☁️ SaaS

🚗 Transport

🤝 B2B

SaaS • Transport • B2B

ShipScience is a SaaS company that provides an enterprise parcel data platform and services to help high-volume shippers automate parcel claims, audit carrier performance, and reconcile shipping costs. Its products include SimpleClaims for end-to-end loss and damage claims automation, ActiveAudit for continuous parcel auditing and billing recovery, and a unified Parcel Data Platform with APIs and connectors to ingest carrier, store, and order data. ShipScience targets enterprise, D2C, and retail shippers and emphasizes SOC-2–grade security, integrations, and analytics to reduce margin leakage and improve carrier accountability.

📋 Description

• Monitor the health and performance of customer accounts, integrations, and carrier connections across the ShipScience platform. • Proactively identify accounts experiencing issues that could impact customer success or platform performance. • Investigate synchronization failures, disconnected integrations, authentication issues, carrier account permission problems, and other operational exceptions. • Ensure critical customer workflows continue to operate successfully and escalate issues when intervention is required. • Help maintain platform reliability and operational excellence as ShipScience scales. • Serve as the primary escalation point for complex technical support issues. • Diagnose and resolve customer-impacting issues involving carrier integrations, ecommerce platforms, authentication systems, and data synchronization processes. • Perform detailed root cause analysis to determine whether issues originate from customer configurations, carrier systems, third-party platforms, or ShipScience software. • Partner directly with customers to resolve technical issues, including password resets, account permissions, and integration troubleshooting. • Document findings and recommended resolutions for recurring issues. • Work closely with Product and Engineering teams to identify, reproduce, and prioritize software defects. • Create clear bug reports, technical documentation, and escalation summaries that accelerate resolution. • Validate fixes and monitor production performance following deployments. • Assist with incident response and operational troubleshooting when production issues arise. • Act as a bridge between customer-facing teams and Engineering during issue investigation and resolution. • Partner with the Level 1 Support team to investigate and resolve escalated customer issues. • Coordinate directly with carriers and third-party partners when platform or account issues require external support. • Help establish escalation procedures and support playbooks for recurring issue types. • Improve internal knowledge sharing and operational readiness across Support and Customer Success teams. • Serve as a technical resource for complex customer and carrier-related investigations. • Leverage SQL, Omni, MotherDuck, Claude, and other internal tools to investigate customer issues and identify operational trends. • Analyze production data to uncover patterns, detect anomalies, and proactively identify potential customer-impacting issues. • Build reporting, dashboards, and monitoring systems that improve operational visibility. • Develop metrics and alerting systems that help prevent issues before they affect customers. • Design and implement scalable processes for monitoring, escalation, and issue management. • Build operational tooling, workflows, and documentation that improve support efficiency. • Create and maintain internal runbooks, troubleshooting guides, and escalation procedures. • Identify opportunities to automate repetitive support and monitoring tasks. • Help define the future structure and best practices of the Support Engineering function at ShipScience.

🎯 Requirements

• 5+ years of experience in Support Engineering, Technical Support, Site Reliability, Technical Operations, Systems Administration, Customer Success Engineering, or a related technical role. • Strong troubleshooting and root cause analysis skills. • Comfortable working with SQL to investigate customer and operational issues. • Experience supporting SaaS applications, APIs, integrations, authentication systems, and third-party platforms. • Ability to clearly communicate technical findings to both technical and non-technical audiences. • Strong organizational skills and ability to manage multiple investigations simultaneously. • Experience working directly with Engineering teams to diagnose and resolve production issues. • Self-starter who thrives in fast-paced startup environments and enjoys building processes from scratch. • Experience with ecommerce, logistics, shipping, carrier systems, or operational technology is a strong plus. • Experience with monitoring, observability, analytics, or automation tools is highly desirable.

🏖️ Benefits

• Equity available • Health, dental, vision • 401(k) • Flexible PTO • Remote-first team