Responsibilities: * Own customer cases end-to-end: clarify the issue, investigate, resolve, and keep the customer informed until closure. * Investigate and reproduce issues in ShipHawk TMS and WMS by analyzing API requests and responses (JSON/XML), logs, and account configuration to find the root cause. * Troubleshoot integrations with ERP and eCommerce platforms (e.g., NetSuite) and carriers, including rating, labels, shipping documents, and tracking. * Resolve issues through configuration fixes, customer education, or workarounds. When a fix is not possible at your level, escalate through the defined process. * Report confirmed defects to Engineering in Jira with clear reproduction steps, business impact, and supporting evidence (payloads, logs, screenshots). * Document every interaction and action taken in Salesforce so any teammate can pick up the case. * Meet team targets for response and resolution SLAs, case backlog, and customer effort (CES) scores. * Use AI tools daily to analyze logs and payloads, research issues, draft responses, and automate repetitive tasks. * Spot recurring issues and create or improve knowledge base articles and internal documentation, including content used by our support AI assistant. * Share feedback with management on feature requests, product gaps, and customer pain points. * Keep building your knowledge of ShipHawk products, shipping workflows, and triage practices. * Help onboard new Technical Support team members and support teammates when needed. * Other duties as assigned by management. * Weekend monitoring: one weekend per month, during regular working hours. Both days.
Requirements: * 3+ years in technical customer support, application support, or a similar technical role. * Strong troubleshooting skills: comfortable reading JSON/XML payloads and logs and testing APIs with tools like Postman. * Hands-on experience using AI at work: writing effective prompts, troubleshooting with AI, and automating everyday tasks. * Excellent written and spoken English; able to explain technical issues clearly to non-technical customers. * Critical thinking and close attention to detail; able to work through problems with limited context. * Strong ownership and a sense of urgency; works independently with minimal direction. * Good time management; stays effective and positive in a fast-paced, high-pressure environment. * Fast learner, curious, and self-motivated. * Experience with a ticketing system (Salesforce Service Cloud, Zendesk, Jira Service Management, or similar). * Basic understanding of shipping and fulfillment processes in eCommerce. * General knowledge of ERP systems.
Nice to have: * Experience with TMS and/or WMS software. * Salesforce Service Cloud and Jira experience. * NetSuite or other ERP integration experience. * SQL skills. * Basic code reading (Java, JavaScript, PHP, etc.). * Familiarity with HTML, CSS, and SOAP web services.
In your application, share one example of how you’ve used AI to solve a work problem or automate a task.
Benefits We Offer: * Flexible work schedule: choose your preferred shift — 11:00 AM, 12:00 PM, 1:00 PM, or 2:00 PM to 8:00 PM, 9:00 PM, 10:00 PM, or 11:00 PM (Kyiv time). * $100/month for Health & Wellness expenses. * $500/year for medical expenses. * 20 PTO days. * Top-level hardware of your choice; ownership will be passed to you.
