[Hiring] Technical Support Engineer @EasyPost

Role Description

The Technical Support Engineer III provides technical assistance, troubleshooting, and problem resolution to customers who encounter issues with software, hardware, or technology products. This role involves diagnosing and resolving technical problems, offering guidance on product usage, and ensuring customer satisfaction. Technical Support Engineers play a crucial role in maintaining positive customer relationships and contributing to the overall success of the product or service.

• Provide first-level contact to customer inquiries, requests, and technical issues via various communication channels to convey resolutions to customer issues.
• Provide timely and effective solutions to customer problems, ensuring a high level of customer satisfaction.
• Maintain a professional and courteous demeanor when interacting with customers.
• Diagnose and resolve technical issues related to products, software, or services.
• Utilize problem-solving skills to analyze and identify root causes of problems and provide solutions or workarounds.
• Collaborate with other technical teams and engineers to escalate and resolve complex issues and deliver effective solutions.
• Handle escalations from Tier 1 Support Team.
• Be a strong collaborator, a part of a small team, that touches every part of the company.
• Help hundreds of leading e-commerce companies ship and track packages.

Qualifications

• Bachelor’s Degree in computer science, information systems, information technology, coding certification through a coding bootcamp.
• 5+ years of related experience or master’s degree and 3+ years of related experience, or equivalent related work experience.
• Proficient in at least one programming language (Python, Ruby, Go, JavaScript, C# or similar).
• Understanding of RESTful APIs, and interpreting requests/responses.
• Strong organizational skills.
• Basic understanding of SQL database queries.
• Ability to handle communication with multiple internal teams.
• Ability to tailor technical communication with all levels of customer understanding.
• Willingness to adapt to an evolving work environment.
• Ability to manage multiple projects at one time against timelines.
• Sense of urgency to drive customer progress.
• Excellent verbal and written communication skills.
• A capable quantitative thinker who learns quickly.

Requirements

• Complete knowledge and full understanding of areas of specialization, principles and practices within a professional discipline.
• Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors.
• Enhances relationships and networks with senior internal/external partners who are not familiar with the subject matter often requiring persuasion.

Benefits

• Comprehensive medical, dental, vision, and life insurance.
• Competitive compensation package and equity.
• Monthly work from home stipend of $50.
• Flexible work schedule and paid time off.
• Collaborative culture with a supportive team.
• A great place to work with unlimited growth opportunities.
• The opportunity to make massive contributions at a hyper-growth company.
• Make an impact on a product helping ship millions of packages per day.