Technical Support Specialist

Responsibilities:
Own customer cases end-to-end: clarify the issue, investigate, resolve, and keep the customer informed until closure.
Investigate and reproduce issues in ShipHawk TMS and WMS by analyzing API requests and responses (JSON/XML), logs, and account configuration to find the root cause.
Troubleshoot integrations with ERP and eCommerce platforms (e.g., NetSuite) and carriers, including rating, labels, shipping documents, and tracking.
Resolve issues through configuration fixes, customer education, or workarounds. When a fix is not possible at your level, escalate through the defined process.
Report confirmed defects to Engineering in Jira with clear reproduction steps, business impact, and supporting evidence (payloads, logs, screenshots).
Document every interaction and action taken in Salesforce so any teammate can pick up the case.
Meet team targets for response and resolution SLAs, case backlog, and customer effort (CES) scores.
Use AI tools daily to analyze logs and payloads, research issues, draft responses, and automate repetitive tasks.
Spot recurring issues and create or improve knowledge base articles and internal documentation, including content used by our support AI assistant.
Share feedback with management on feature requests, product gaps, and customer pain points.
Keep building your knowledge of ShipHawk products, shipping workflows, and triage practices.
Help onboard new Technical Support team members and support teammates when needed.
Other duties as assigned by management.
Weekend monitoring: one weekend per month, during regular working hours. Both days.

Requirements:
3+ years in technical customer support, application support, or a similar technical role.
Strong troubleshooting skills: comfortable reading JSON/XML payloads and logs and testing APIs with tools like Postman.
Hands-on experience using AI at work: writing effective prompts, troubleshooting with AI, and automating everyday tasks.
Excellent written and spoken English; able to explain technical issues clearly to non-technical customers.
Critical thinking and close attention to detail; able to work through problems with limited context.
Strong ownership and a sense of urgency; works independently with minimal direction.
Good time management; stays effective and positive in a fast-paced, high-pressure environment.
Fast learner, curious, and self-motivated.
Experience with a ticketing system (Salesforce Service Cloud, Zendesk, Jira Service Management, or similar).
Basic understanding of shipping and fulfillment processes in eCommerce.
General knowledge of ERP systems.
Nice to have:
Experience with TMS and/or WMS software.
Salesforce Service Cloud and Jira experience.
NetSuite or other ERP integration experience.
SQL skills.
Basic code reading (Java, JavaScript, PHP, etc.).
Familiarity with HTML, CSS, and SOAP web services.
In your application, share one example of how you’ve used AI to solve a work problem or automate a task.
Benefits We Offer:
Flexible work schedule: choose your preferred shift — 11:00 AM, 12:00 PM, 1:00 PM, or 2:00 PM to 8:00 PM, 9:00 PM, 10:00 PM, or 11:00 PM (Kyiv time).
$100/month for Health & Wellness expenses.
$500/year for medical expenses.
20 PTO days.
Top-level hardware of your choice; ownership will be passed to you.