Senior Technical Support Engineer - Hybrid, PTO & 401k

Zowta, LLC; Austin (TX); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

22 days PTO plus public holidays

401k Match

Medical, Dental, and Vision Insurance

Maternity and Paternity Leave

Hybrid, Austin office

Job summary

ShipperHQ, based in Austin, TX, is hiring a Senior Technical Support Engineer to deliver high-quality technical support to our e-commerce shipping customers. You’ll diagnose issues, communicate clearly with clients, and own problems from start to finish in a fast-moving, collaborative environment.

Ideal candidates have 4+ years in tech support for SaaS, strong troubleshooting and documentation skills, and a customer-first mindset.

Qualifications

• 4+ years in technical or SaaS customer-facing support.
• Ability to read and understand code across various programming languages is a plus.
• Experience creating and maintaining Knowledge Base articles or other technical documentation.
• Experience developing, implementing, and championing new processes and procedures.

Responsibilities

• Provide technical support and solutions to clients through internal support tickets.
• Partner with customer-facing teams to provide direct client support through email, phone calls, and screen shares as needed.
• Deliver a thoughtful, high-quality customer experience by communicating clearly, setting expectations, demonstrating empathy, and taking ownership through resolution.
• Diagnose, troubleshoot, and resolve complex technical issues.
• Investigate issues thoroughly and escalate deeper technical problems to the appropriate teams with clear documentation and context.
• Keep client information accurate, organized, and up to date in the CRM.
• Share product and technical knowledge with teammates and contribute to team learning and development.

Skills

Technical support

SaaS support

Customer empathy

Knowledge base

Documentation

Troubleshooting

Communication

Team collaboration

Self-directed learner

Tools

CRM systems

Ticketing systems

Screen sharing

Job description

ShipperHQ, based in Austin, TX, is hiring a Senior Technical Support Engineer to deliver high-quality technical support to our e-commerce shipping customers. You’ll diagnose issues, communicate clearly with clients, and own problems from start to finish in a fast-moving, collaborative environment.

Ideal candidates have 4+ years in tech support for SaaS, strong troubleshooting and documentation skills, and a customer-first mindset.