Senior Technical Support Engineer — Hybrid in Austin

ShipperHQ; Austin (TX); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

22 days PTO

401k Match

Medical, Dental, Vision Insurance

Maternity and Paternity Leave

Hybrid work - Austin office

Job summary

ShipperHQ, based in Austin, TX, seeks a Senior Technical Support Engineer who can quickly learn our product, troubleshoot complex issues, and deliver high-quality customer experiences. The role combines technical problem-solving with empathy, ownership, and clear communication to support diverse merchants and brands.

The ideal candidate excels at documentation, continuous improvement, and cross-functional collaboration, contributing to a fast-moving, team-oriented Support Team and owning

Qualifications

• 4+ years in technical or SaaS customer-facing support roles.
• Strong customer experience mindset with empathy and clear communication.
• Experience handling high-impact support situations with ownership and professionalism.
• Solid understanding of software development principles and technical concepts.
• Reading code across languages is a plus.
• Experience creating and maintaining knowledge base articles and docs.
• Ability to drive new processes and improvements.
• Excellent attention to detail and time management.
• Willingness to own projects and help where needed.
• Strong collaboration and communication skills.

Responsibilities

• Provide technical support and solutions to clients via internal tickets.
• Coordinate with customer-facing teams to offer direct client support by email, phone, or screen shares.
• Deliver high-quality customer experiences by communicating expectations and demonstrating empathy.
• Diagnose, troubleshoot, and resolve complex technical issues.
• Investigate issues and escalate as needed with clear context.
• Consider customer business needs and impact when recommending solutions.
• Create and maintain Knowledge Base articles and internal docs.
• Identify opportunities to improve support processes and reduce volume.
• Keep client information organized in the CRM.
• Share product and technical knowledge with teammates.

Skills

Customer-focused

Communication

Troubleshooting

Documentation

Knowledge sharing

Team collaboration

Self-directed learner

Empathy

Shipping tech understanding

Tools

CRM

Job description

ShipperHQ, based in Austin, TX, seeks a Senior Technical Support Engineer who can quickly learn our product, troubleshoot complex issues, and deliver high-quality customer experiences. The role combines technical problem-solving with empathy, ownership, and clear communication to support diverse merchants and brands.

The ideal candidate excels at documentation, continuous improvement, and cross-functional collaboration, contributing to a fast-moving, team-oriented Support Team and owning