Support Engineer
New
S
ShipScienceEnterprise SaaS
Remote (U.S.)Full-TimeSenior
Salary110,000 - 150,000 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- SQLData AnalysisRESTful APIsTroubleshootingTechnical supportSaaS
Requirements
- 5+ years of experience in Support Engineering, Technical Support, or SRE roles.
- Strong troubleshooting and root cause analysis capabilities.
- Proficiency with SQL for data investigation.
- Experience supporting SaaS applications, APIs, and third-party integrations.
- Experience with authentication systems.
- Ability to communicate technical findings clearly to technical and non-technical stakeholders.
- Strong organizational and multitasking skills.
- Experience working directly with Engineering teams.
- Experience in ecommerce, logistics, or carrier systems is a plus.
- Experience with monitoring, observability, and analytics tools.
Responsibilities
- Monitor health and performance of customer accounts and integrations.
- Investigate synchronization failures, authentication, and carrier connection issues.
- Perform root cause analysis for escalated technical issues.
- Collaborate with Engineering to reproduce and validate software defects.
- Build dashboards and alerting systems for operational visibility.
- Design and implement scalable support processes and runbooks.
- Coordinate resolution efforts across customers, carriers, and internal teams.
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