Technical Support Engineer I

Position Summary:

The Technical Support Engineer’s primary responsibility is to provide top notch support for EasyPost’s GlobalShip enterprise multi-carrier shipping solution. TheGlobalShip product is a high-performance, server-based solution that provides centralized shipping management to decrease handling, improve product flow-through, and streamline order tracking. The pre-set automated shipping rules will reduce errors through the fulfillment process and decrease shipping costs.

Essential Duties and Responsibilities:

The essential functions include, but are not limited to the following:

o Work with a team of Support Techs and Integration Engineers to support current software.

o Assist with client configurations, daily shipping tasks and troubleshooting technical issues.

o Following up with clients to ensure problems are solved.

o Minor software and database adjustments with guidance of team leadership.

o Testing and deploying software updates.

o Recognize and escalate problems that require immediate action.

o Establishing trust and rapport with customer contacts to ensure confidence in resolving the issue at hand.

Minimum Education & Experience Qualifications:

o Bachelor’s Degree in computer science, information systems, information technology, coding certification through a coding bootcamp, or 2+ years of related experience.

o Coding experience or ability to pick up (C#, Angular, VBScript, JavaScript, HTML)

o Basic understanding of SQL database queries

o Basic Windows computer and server administration

o Strong organizational skills

o Ability to handle communication with multiple internal teams

o Willingness to adapt to an evolving work environment

o Ability to manage multiple support issues at one time

o Sense of urgency to drive customer progress

o Excellent communication skills

o Fearless when encountering new languages and frameworks.

o Ability to juggle and prioritize competing demands on your time.

o Excellent written and verbal communication skills.

Core Competencies Required:

o Knowledge & Application: Learn to use professional concepts. Applies knowledge and basic problem solving techniques to define and resolve problems. Determines a course of action based on guidelines.

o Complexity & Problem Solving:Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Work is reviewed periodically based on a set of defined procedures or precedence. Normally receives general instruction on work and new assignments.

o Collaboration & Interaction:Develops stable working relationships internally. Exchanges standard/basic information with colleagues and immediate supervisor, project leaders and other professionals in the team/group.

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.

Physical Requirements:

o Minimal to light physical effort is required in performing duties.

o Prolonged stationary periods at a desk and working on a computer.

o Extensive use of computers, keyboards, and communication-based technology to exchange information.

o Occasional walking and lifting may be required and must be able to lift 15 pounds at any given time.

o Travel Required: 10%

Work Environment:

o Core Values: Build and sell products we believe in, accountability and authenticity in all we do, customers guide the way, and persistence and humility.

o Remote, home office or office location with potential hybrid schedule.

o Team-based culture.

o Fast-paced environment.