{"id":3453767,"url":"https://alion.io/job/shiphawk-technical-support-specialist","title":"Technical Support Specialist","company":{"id":687131,"name":"ShipHawk","domain":"shiphawk.com","url":"https://alion.io/company/shiphawk","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Ukraine"],"countries":["UA"],"hiring_countries":["UA"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Jira","optional":false},{"name":"Postman","optional":false},{"name":"JavaScript","optional":true},{"name":"PHP","optional":true},{"name":"SOAP","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-27T19:02:26Z","employer_posted_date":null,"last_verified_at":"2026-10-27T19:02:26Z","board_verified":false,"closed_at":null,"days_open":4,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":4},"description":"Responsibilities:\n\nOwn customer cases end-to-end: clarify the issue, investigate, resolve, and keep the customer informed until closure.\n\nInvestigate 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.\n\nTroubleshoot integrations with ERP and eCommerce platforms (e.g., NetSuite) and carriers, including rating, labels, shipping documents, and tracking.\n\nResolve issues through configuration fixes, customer education, or workarounds. When a fix is not possible at your level, escalate through the defined process.\n\nReport confirmed defects to Engineering in Jira with clear reproduction steps, business impact, and supporting evidence (payloads, logs, screenshots).\n\nDocument every interaction and action taken in Salesforce so any teammate can pick up the case.\n\nMeet team targets for response and resolution SLAs, case backlog, and customer effort (CES) scores.\n\nUse AI tools daily to analyze logs and payloads, research issues, draft responses, and automate repetitive tasks.\n\nSpot recurring issues and create or improve knowledge base articles and internal documentation, including content used by our support AI assistant.\n\nShare feedback with management on feature requests, product gaps, and customer pain points.\n\nKeep building your knowledge of ShipHawk products, shipping workflows, and triage practices.\n\nHelp onboard new Technical Support team members and support teammates when needed.\n\nOther duties as assigned by management.\n\nWeekend monitoring: one weekend per month, during regular working hours. Both days.\nRequirements:\n\n3+ years in technical customer support, application support, or a similar technical role.\n\nStrong troubleshooting skills: comfortable reading JSON/XML payloads and logs and testing APIs with tools like Postman.\n\nHands-on experience using AI at work: writing effective prompts, troubleshooting with AI, and automating everyday tasks.\n\nExcellent written and spoken English; able to explain technical issues clearly to non-technical customers.\n\nCritical thinking and close attention to detail; able to work through problems with limited context.\n\nStrong ownership and a sense of urgency; works independently with minimal direction.\n\nGood time management; stays effective and positive in a fast-paced, high-pressure environment.\n\nFast learner, curious, and self-motivated.\n\nExperience with a ticketing system (Salesforce Service Cloud, Zendesk, Jira Service Management, or similar).\n\nBasic understanding of shipping and fulfillment processes in eCommerce.\n\nGeneral knowledge of ERP systems.\n\nNice to have:\n\nExperience with TMS and/or WMS software.\n\nSalesforce Service Cloud and Jira experience.\n\nNetSuite or other ERP integration experience.\n\nSQL skills.\n\nBasic code reading (Java, JavaScript, PHP, etc.).\n\nFamiliarity with HTML, CSS, and SOAP web services.\n\nIn your application, share one example of how you’ve used AI to solve a work problem or automate a task.\n\nBenefits We Offer:\n\nFlexible 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).\n\n$100/month for Health & Wellness expenses.\n\n$500/year for medical expenses.\n\n20 PTO days.\n\nTop-level hardware of your choice; 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https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}