Technical Support Engineer

Role overview A logistics technology company is hiring a Technical Support Engineer to help customers integrate and operate its shipping API platform. The role centers on diagnosing technical issues, guiding developers through integration challenges, and turning customer feedback into product improvements. It is a customer-facing engineering position that sits between support, engineering, and product teams in a fast-paced environment.

Responsibilities - Respond to inbound technical support requests from developers and businesses using a REST-based shipping API, troubleshooting issues across the integration lifecycle. - Diagnose and resolve problems involving API behavior, webhooks, carrier integrations, and account configuration. - Reproduce bugs internally, write clear technical write-ups, and partner with engineering to drive timely fixes. - Document recurring issues, edge cases, and workarounds in internal and customer-facing knowledge bases. - Surface patterns in customer pain points to influence product roadmap and platform reliability initiatives. - Participate in on-call or after-hours coverage rotations as needed to support time-zone-distributed customers.

Requirements - Hands-on experience providing technical support or developer support for an API-driven SaaS product. - Proficiency in at least one modern programming language (such as Python, Ruby, JavaScript, or Go) and comfort reading code written by others. - Strong understanding of REST architecture, JSON, HTTP status codes, authentication mechanisms, and webhooks. - Clear written communication skills, with the ability to explain technical concepts to both engineers and non-technical stakeholders. - Demonstrated problem-solving ability and ownership when working through ambiguous or incomplete information.

Nice to have - Familiarity with shipping carriers, label generation, tracking workflows, or e-commerce/logistics ecosystems. - Experience contributing to or building internal tooling, dashboards, or automation for support workflows. - Background working in a startup or high-growth environment where priorities shift quickly.