Senior Technical Support Engineer
Shippit
A LITTLE ABOUT US
Shippit is Australia’s best connected shipping software. Logistics infrastructure is a sophisticated beast, and we’re not only improving the experience for everyone involved, we’re impacting the planet in a positive manner: deliveries made through our platform are already 100% Carbon Neutral. Proudly Australian founded, we’re truly global in our approach and have the benefit of being a free moving scaleup with the security of impacting a growing industry that needs some love and attention.
THE ROLE
As a Senior Technical Support Engineer, you’re a technical heavy-hitter and customer liaison driving Shippit’s customer experience. You’ll move beyond the ticket queue to act as a key escalation point for our customers, using your expertise to level up the team’s technical bar and turn complex challenges into platform-wide wins.
You’ll focus on systemic impact by spotting recurring technical patterns and partnering with Engineering to eliminate root causes. By championing quality and sharing strategic insights, you’ll help evolve our product and internal processes, ensuring we’re not just solving tickets, but building a better experience for our users.
DAY TO DAY
- Resolve complex, escalated technical issues through deep-dive research, reproduction, and advanced troubleshooting.
- Audit customer support interactions and provide mentorship, training and actionable feedback to drive excellence across the broader team.
- Identify issues trends across a customer cohort and partner with Engineering to triage and resolve systemic bugs or platform issues.
- Monitor support queues and manage SLAs, ensuring internal Operating Level Agreements (OLAs) are consistently met.
- Contribute to technical documentation and empower both internal teams and end-users with self-service resources in the Help Centre.
- Interface with Implementation and Customer Success teams to ensure seamless technical operations for our customers.
- Work effectively as part of a team working on multiple timezones, providing clear briefings and updates, and handovers where needed.
WHAT YOU BRING
- Proven experience in technical support or a related role, ideally within the logistics software or SaaS industry.
- Natural investigation and triaging skills to troubleshoot the core customer issue, facilitating effective solution delivery.
- Demonstrated ability to manage and and execute multiple customer engagements ranging in complexity, ensuring timely and successful resolution.
- Excellent verbal and written communication skills, with experience giving effective feedback and leading customer workshops if required.
- Strong expectation and relationship management skills, with a track record of acting as the primary point of contact for existing enterprise clients’ technical issues and challenges
- Proven ability to coordinate effectively with cross-functional internal teams (such as Product and Customer Success), ensuring alignment and seamless issue resolution for the customer
- The role requires working hours that can extend outside of standard business times, including mandatory participation in On-Call shifts, to effectively address urgent issues and support a dynamic customer base.
Desirable (but not Essential) Experience and Skills
- Exposure to a high growth, startup, scaleup and e-Commerce environments - demonstrating adaptability and resilience in fast-paced cultures.
- Experience account managing customer support (TAM) is highly desirable to help us deliver more proactive, strategic value to our key customers
- Proficiency in languages/technology such as HTML, JavaScript/JQuery, Python, Ruby, JSON, SQL, API, web hooks, and scripting.
LIFE AT SHIPPIT
- Flexible hybrid - ability to mix your working week between The Shippit office and your home office
- We are all builders - we share our successes! Be rewarded with our Employee Share Option Plan
- Family & paw friendly - generous parental leave policy and pet friendly office
- Be healthy - Wellbeing Policy with strong focus on whatever makes you feel good from inside out.
- Fuel your growth journey - Unlocking your potential with a blend of in person and online learning and development opportunities
- Be comfortable - Casual Friday everyday!
- We love to have fun - Team outings, weekly lunches, team events, loaded pantry and the list goes on…
FEEL VALUABLE
Join our high-performance culture at Shippit where you can make a difference. We’re on a mission that needs the right #goodhumans to help make ship happen!
Shippit actively supports a diverse workforce at all levels of the company and we all embody the core values that make our business unique. We foster a culture of inclusion at Shippit and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to creating a workplace where everyone feels valued, respected and empowered to bring their authentic selves to work. Our mantra is to make ship happen, every single day.
We’re a phenomenal place to work, and we can back that up. Shippit’s been ranked as #6 Best Place to Work by AFR in 2023. It doesn’t stop there, we have a whole bunch of accolades we earnt over the years which we are super proud of.
Watch this - Culture at Shippit
Our recruitment process - we don't like to complicate things
- Phone screening - nice and simple to start, let’s get to know each other.
- Hiring Manager Interview - impress your potential new Manager.
- Technical/ Functional Interview - let your skills do the talking.
- Values Interview - have you got what it takes to be a Shippster?
Get in touch
Apply now, and let's create something extraordinary!