Job Description
Technical Support Engineer
Remote
Customer Success Technical Support Engineer /
Full time
/ Remote
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.
About the role:
The Technical Support Engineer 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
o Experience in a technical or customer-facing role
o Technically inclined and enjoy wearing a lot of hats.
o Strong understanding of the technical field or experience graduating from a coding Bootcamp.
o A capable quantitative thinker who learns quickly.Proficient in at least one programming language (Python, Ruby, Go, Java or similar).
o Robust troubleshooting instincts.
o Fearless when encountering new languages and frameworks.
o Ability to juggle and prioritize competing demands on your time.
o Excellent written and verbal communication skills.