{"id":414151,"url":"https://alion.io/job/easyship-technical-support-specialist","title":"Technical Support Specialist","company":{"id":2854,"name":"Easyship","domain":"easyship.com","url":"https://alion.io/company/easyship","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":95,"open_postings":14,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":115,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"Incident Management","optional":false},{"name":"Kong","optional":false}],"status":"live","first_seen_at":"2026-02-02T16:39:55Z","employer_posted_date":"2026-08-27","last_verified_at":"2026-10-17T07:17:15Z","board_verified":true,"closed_at":null,"days_open":256,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":256},"description":"About Easyship:\nEasyship is one of the world’s leading multi-carrier shipping software, built to make global eCommerce borderless. Since 2014, we’ve been on a mission to democratize logistics by removing the \"black box\" of international shipping costs and complexities. Trusted by over 100,000 brands, our platform provides a single \"mission control\" for global trade, offering access to 550+ courier services across 200+ destinations.\nWe are an award-winning, global team (Forbes 30 Under 30, TechInAsia’s Best Startup) with offices in London, New York, Hong Kong, and beyond. We’re growing fast, we value transparency, and we genuinely enjoy building the infrastructure that powers modern commerce. If you're ready to solve complex problems at scale, we’d love to have you join us.\nWho We’re Looking For:\nWe are seeking L2 Support Specialists to serve our client support operations. In this critical, expert-led role, you will provide \"white-glove\" service to our most valued clients while acting as the bridge between frontline support and L3.\nWhat you additionally need to know:\n\n This is a full-time, onsite role based in our Bengaluru (MG Road) office. The role follows US collaboration hours (10:00 PM-7:00 AM IST) to support seamless cross-regional execution.\nWhat would be you be responsible for:\n1. Incident Management & Client Advocacy\nRapid Response: Monitor dedicated external communication channels to provide immediate, expert-led responses to high-priority client issues, strictly adhering to SLAs.\nEnd-to-End Ownership: Own the full lifecycle of complex issues-from initial acknowledgement and investigation to client communication and final closure.\n Expectation Management: proactively set clear expectations regarding resolution timelines (ETA) based on issue complexity and resource availability.\n White-Glove Communication: Serve as the dedicated Tier 2 Point of Contact (POC), translating complex technical findings into clear, jargon-free public replies for clients.\n2. Technical Investigation & Debugging\n Deep-Dive Analysis: Conduct comprehensive investigations into system behaviour, utilising browser developer tools (e.g., Chrome Inspect) and log analysis to identify root causes.\nAPI Troubleshooting: Analyse API logs and webhook payloads to pinpoint failure points in data transmission or integration logic.\n3. Workflow, Escalation & Documentation\nEscalation Management: Resolve issues independently whenever possible.\n System Integrity: Maintain synchronisation between Zendesk (client-facing) and JIRA (engineering) to ensure transparent status updates.\n Knowledge Sharing: Proactively document troubleshooting guides, common issues, and RCAs (Root Cause Analyses) in Confluence to upskill the wider team.\nShift Handoffs: Ensure seamless continuity by thoroughly documenting findings and next steps in internal ticket notes before ending a shift.\nYou Might Be a Good Fit If…\n1. You have a sound technical background in the following areas-\nAPI Mastery: In-depth understanding of RESTful APIs, including the ability to read and manipulate JSON requests/responses and debug webhook failures.\nTicketing Systems: Operational fluency in Zendesk and JIRA (or similar enterprise-grade service management tools).\n2. You have the required Soft Skills-\nCommunication: Exceptional written and verbal English skills. \nProblem-Solving: A logical, investigative mindset that seeks the \"why\" behind an error, not just the \"fix.\"\n Resilience: Comfortable working in a fast-paced, rotational shift environment (24/5 model) and managing high-severity incidents under pressure.\nBonus Points If…\nYou preferably have a Bachelor’s degree in Computer Science, Engineering, or a related technical field.\nPrior experience in SaaS or E-commerce logistics support.\nIf you’re excited about this role but don’t meet every requirement, we’d still love to hear from you.\nWhat we bring to the table as an employer:\nGenerous remuneration and stock units\nComprehensive health coverage \nWe reimburse gym and wellness expenses so you can invest in your health\nZomato digital meal credits and pantry full of wholesome snacks to keep you fueled through the workday\nThe freedom to‘Work from Anywhere’ for 4 weeks in a year\nGenerous vacation policy, plus duvet days and mental health days to truly recharge\nHow we value inclusion in our recruitment practices:\nEasyship is an equal opportunity employer. We make all employment decisions-recruiting, hiring, pay, benefits, training, promotion, leave, and separation-based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, veteran or military status, citizenship, or any other characteristic protected by law.\nHow did the story of Easyship start? 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