Technical Support Engineer (SaaS - Tier 1)

As a Tier 1 Support Engineer, you will partner with users to troubleshoot, identify bugs, and provide workarounds. You will provide Engineers with details on bugs identified for resolution, document and manage Ticketing System based communication, and manage Ticket fields to enable reporting and analytics. You will also write and develop internal resources, develop an understanding of the application, and work closely with ShipHero’s developers, designers, and customer success teams. Responsibilities include working closely with customers and the global support team, becoming a product expert, identifying and analyzing trends, assisting with identifying, reproducing, and escalating product issues, meeting performance targets, and training less technical team members.