Technical Support Engineer

🧡📦💙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. We’re builders, problem-solvers, and “there has to be a better way” people. We like elegant architecture, fast decisions, and shipping (pun intended) improvements that power millions of deliveries every day. We stay scrappy, we move fast, and we don’t wait for permission to innovate in an industry that desperately needs it. If you want to work on systems that actually move the world - literally - you’re in the right place. 🚚✨ EasyPost does not consider candidates who misrepresent their identity, experience, employment history, or technical qualifications. Applications containing false information, stolen professional profiles, or unverifiable credentials will be removed from consideration. We conduct early-stage verification of resumes, LinkedIn profiles, GitHub accounts, and other relevant professional information as part of our hiring process.

Position Summary:

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.

Essential Duties and Responsibilities:

The essential functions include, but are not limited to the following:

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.

Minimum Education & Experience Qualifications:

o Bachelor’s Degree in computer science, information systems, information technology, coding certification through a coding bootcamp.

o 5+ years of related experience or master’s degree and 3+ years of related experience, or equivalent related work experience.

o Proficient in at least one programming language (Python, Ruby, Go, JavaScript, C# or similar)

o Understanding of RESTful APIs, and interpreting requests/responses.

o Strong organizational skills.

o Basic understanding of SQL database queries.

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.

Core Competencies Required:

o Knowledge and Application: Complete knowledge and full understanding of areas of specialization, principles and practices within a professional discipline. Assesses unusual circumstances and uses sophisticated analytical and problem-solving techniques to identify causes. Resolves and assesses a wide range of issues in creative ways and suggests variations in approach. This job is a fully qualified, experienced professional, journey-level position.

o Complexity & Problem Solving: Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors. Devises solutions based on limited information and precedent and adapts existing approaches to resolve issues. Uses evaluation, judgment, and interpretation to select the right course of action. Work is done independently and is reviewed at critical points.

o Collaboration & Interaction: Enhances relationships and networks with senior internal/external partners who are not familiar with the subject matter often requiring persuasion. Adapts style to different audiences and often advises others on difficult matters.

What We Offer: o Comprehensive medical, dental, vision, and life insurance o Competitive compensation package and equity o Monthly work from home stipend of $50 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. If you have any questions or concerns you can reach out to me directly on LinkedIn @KristinaPerna :). Any communication to applicants relating to the EasyPost hiring process will only come from email addresses with the domains kperna@easypost.com and pcardona@easypost.com. If in the course of the application or hiring process with EasyPost you are contacted through another domain, are requested to provide banking or other sensitive information, or you note any other suspicious activity, please contact recruiting@easypost.com