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Technical Support Engineer - 2nd Shift

EasyPost

EasyPost

IT, Customer Service
Remote
Posted on Wednesday, May 15, 2024
Founded in 2012, EasyPost is a YC unicorn whose mission is to make shipping simple for businesses, from garage startups to the Fortune 500. Shipping, now more than ever, is the backbone of the global economy, but integrating the technology-enabled operations of a modern business with the low-tech and complex shipping industry has always been a challenge. EasyPost solves this problem with the first developer-friendly REST API for shipping, and we continue to push boundaries and discover new ways to simplify shipping for all. Our team is rapidly growing, and this is the perfect time to get on board. Join us, and help build the shipping infrastructure of the future.
Work Hours:
This is a second-shift position, and you will be required to work the following hours: 4:00 p.m. to 1:00 a.m. in the Mountain time zone, Monday through Friday.
About the role:
The Technical Support Engineer II 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.
What you will do:
o Provide first-level contact to customer inquiries, requests, and technical issues via various communication channels to convey resolutions to customer issues
o Provide timely and effective solutions to customer problems, ensuring a high level of customer satisfaction.
o Maintain a professional and courteous demeanor when interacting with customers.
o Diagnose and resolve technical issues related to products, software, or services.
o Utilize problem-solving skills to analyze and identify root causes of problems and provide solutions or workarounds.
o Collaborate with other technical teams and engineers to escalate and resolve complex issues and deliver effective solutions.
o Handle escalations from Tier 1 Support Team.
o Be a strong collaborator, a part of a small team, that touches every part of the company.
o Help hundreds of leading e-commerce companies ship and track packages
About you:
o Bachelor’s Degree in computer science, information systems, information technology, coding certification through a coding bootcamp, or 3+ years of related experience.
o Proficient in at least one programming language (C#, VBScript, JavaScript, markup languages, Python, or Java)
o Understanding of RESTful APIs, and interpreting requests/responses.
o Strong organizational skills.
o Basic understanding of SQL database queries.
o Basic Windows computer and server administration.
o Ability to handle communication with multiple internal teams.
o Ability to tailor technical communication with all levels of customer understanding.
o Willingness to adapt to an evolving work environment.
o Ability to manage multiple projects at one time against timelines.
o Sense of urgency to drive customer progress.
o Excellent verbal and written communication skills.
o A capable quantitative thinker who learns quickly.
What We Offer:
o Comprehensive medical, dental, vision, and life insurance
o Competitive compensation package and equity
o 401(k) match
o Monthly work from home stipend of $50 net
o Flexible work schedule and paid time off
o Collaborative culture with a supportive team
o A great place to work with unlimited growth opportunities
o The opportunity to make massive contributions at a hyper-growth company
o Make an impact on a product helping ship millions of packages per day
Data Privacy Notice for Job Applicants:
For information on personal data processing, please see our Privacy Policy: https://www.easypost.com/privacy
"EasyPost is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law."
To be considered for this position, you must be authorized and based in the United States.