Senior Technical Support Engineer - Hybrid, Customer-Focused

ShipperHQ; Austin (TX); Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

22 days PTO + public holidays

401k match

Medical, Dental, Vision Insurance

Parental leave

Job summary

ShipperHQ, based in Austin, TX, is seeking a Senior Technical Support Engineer to join our fast-paced, product-led team. You will learn our shipping platform quickly, troubleshoot complex issues, and deliver high-quality support with empathy and ownership.

You will collaborate with customer-facing teams and document solutions, while building strong relationships with clients and cross-functional partners. This role emphasizes ownership, process improvement, and knowledge sharing in a hybrid,

Qualifications

• 4+ years of experience in technical support, SaaS support, or another technical customer-facing role
• Strong customer-experience mindset with empathy, clear communication and ownership

Responsibilities

• Provide technical support and solutions to clients through internal support tickets
• Diagnose, troubleshoot, and resolve complex technical issues
• Create and maintain high-quality Knowledge Base articles and internal documentation
• Share product and technical knowledge with teammates and contribute to team learning and development

Skills

Technical troubleshooting

Customer-focused

Clear communication

Documentation

Job description

ShipperHQ, based in Austin, TX, is seeking a Senior Technical Support Engineer to join our fast-paced, product-led team. You will learn our shipping platform quickly, troubleshoot complex issues, and deliver high-quality support with empathy and ownership.

You will collaborate with customer-facing teams and document solutions, while building strong relationships with clients and cross-functional partners. This role emphasizes ownership, process improvement, and knowledge sharing in a hybrid,