{"id":2416838,"url":"https://alion.io/job/shipperhq-sr-technical-support-engineer-shipperhq","title":"Sr. Technical Support Engineer - ShipperHQ","company":{"id":1810595,"name":"ShipperHQ","domain":"shipperhq.com","url":"https://alion.io/company/shipperhq","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"JazzHR","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Austin, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":80000,"max_usd":164000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":371},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":true}],"status":"live","first_seen_at":"2026-10-13T03:40:42Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-14T08:48:23Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Sr. Technical Support Engineer\nAbout ShipperHQ:\nShipperHQ is a trusted leader in the e-commerce shipping space, with over 15 years of experience helping merchants deliver better checkout experiences. Founded in 2009, we power shipping logic and checkout optimization for thousands of brands, from DTC disruptors to enterprise retailers, in 150+ countries. Based in Austin with a global team, we’re a fast-moving, product-led company shaping the future of e-commerce logistics.\nPosition Overview:\nWe’re looking for a customer-focused Senior Technical Support Engineer who can quickly learn our product, dig into complex technical issues, and deliver a high standard of support. The ideal candidate combines strong technical troubleshooting skills with a customer experience mindset- someone who understands that resolving the technical issue is only part of delivering a great support experience. They should be able to communicate clearly, build trust with customers, and approach problems with empathy, ownership, and an understanding of the customer’s goals and business impact.\nThe ideal candidate is also technical, process-oriented, and passionate about documentation, continuous improvement, and knowledge sharing.\nOur Support Team is fast-moving and collaborative, so this role requires someone who is comfortable working as part of a team while also taking ownership of problems and projects from start to finish.\nResponsibilities:\nProvide technical support and solutions to clients through internal support tickets\nPartner with customer-facing teams to provide direct client support through email, phone calls, and screen shares as needed\nDeliver a thoughtful, high-quality customer experience by communicating clearly, setting expectations, demonstrating empathy, and taking ownership through resolution\nDiagnose, troubleshoot, and resolve complex technical issues\nInvestigate issues thoroughly and escalate deeper technical problems to the appropriate teams with clear documentation and context\nConsider the customer’s business needs and impact when troubleshooting issues and recommending solutions\nCreate and maintain high-quality Knowledge Base articles and internal documentation\nIdentify opportunities to improve support processes, procedures, and documentation to reduce support volume and improve the customer experience\nKeep client information accurate, organized, and up to date in the CRM\nShare product and technical knowledge with teammates and contribute to team learning and development\nTake ownership of additional projects that improve the efficiency and effectiveness of the Support Team\nQualifications:\n4+ years of experience in technical support, SaaS support, customer support, customer experience, or another technical customer-facing role\nDemonstrated customer experience mindset, with the ability to balance technical problem-solving with empathy, clear communication, and an understanding of customer needs\nExperience working directly with customers and navigating complex or high-impact support situations with professionalism and ownership\nStrong understanding of software development principles, systems, and technical concepts\nAbility to read and understand code across various programming languages is a plus\nExperience creating and maintaining Knowledge Base articles or other technical documentation\nExperience developing, implementing, and championing new processes and procedures\nStrong troubleshooting and problem-solving skills, with the ability to investigate issues independently\nExceptional attention to detail and a commitment to consistently delivering high-quality work\nStrong organizational and time-management skills, with the ability to balance customer needs, competing priorities, and deadlines\nProcess-oriented mindset with a willingness to identify opportunities for improvement and take ownership of projects\nSelf-directed learner with a can-do attitude and a willingness to jump in and help wherever needed\nExcellent customer-facing communication skills, including the ability to explain complex technical concepts clearly to audiences with varying levels of technical knowledge\nStrong communication and collaboration skills\nAbility to quickly develop a deep understanding of our shipping technology and use that knowledge to provide high-quality technical guidance and solutions to our customers\nQualifications:\n4+ years of experience in technical support, SaaS support, or another technical customer-facing role\nStrong understanding of software development principles, systems, and technical concepts\nAbility to read and understand code across various programming languages is a plus\nExperience creating and maintaining Knowledge Base articles or other technical documentation\nExperience developing, implementing, and championing new processes and procedures\nStrong troubleshooting and problem-solving skills, with the ability to investigate issues independently\nExceptional attention to detail and a commitment to consistently delivering high-quality work\nStrong organizational and time-management skills, with the ability to balance customer needs, competing priorities, and deadlines\nProcess-oriented mindset with a willingness to identify opportunities for improvement and take ownership of projects\nSelf-directed learner with a can-do attitude and a willingness to jump in and help wherever needed\nStrong communication and collaboration skills\nAbility to quickly develop a deep understanding of our shipping technology and use that knowledge to provide high-quality technical guidance and solutions to our customers\nWhy ShipperHQ?\nThis is a highly fast-paced environment where no two days will look alike. For the right candidate, with the right attitude, there are fantastic opportunities for career progression. We are an agile, fast-moving team that likes to roll up our sleeves and solve some of the biggest issues in shipping. You will learn more at ShipperHQ in a year than you would in 3 years at other companies, thanks to our collaborative learning culture that fosters continuous growth and innovation.\nBenefits and Perks:\nCollaborate with a motivated team, directly tying your results to organizational success\n22 days of PTO plus public holidays\n401k Match\nMedical, Dental, and Vision Insurance\nMaternity and Paternity Leave\nThis is a hybrid, full-time position working out of our Austin, TX office in the Arboretum Area\nCompensation is based on experience","description_format":"text","description_chars":6435,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["E-commerce Marketing"],"lifecycle":[{"event":"open","at":"2026-10-13T03:40:42Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":38,"reasons":["conf:3","win:early"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/shipperhq-sr-technical-support-engineer-shipperhq","json_url":"https://alion.io/job/shipperhq-sr-technical-support-engineer-shipperhq.json","meta":{"generated_at":"2026-10-14T12:33:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15342,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1810595},"rest":"https://alion.io/mcp/rest/get_company?id=1810595"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fshipperhq-sr-technical-support-engineer-shipperhq"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fshipperhq-sr-technical-support-engineer-shipperhq"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fshipperhq-sr-technical-support-engineer-shipperhq"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/shipperhq-sr-technical-support-engineer-shipperhq\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fshipperhq-sr-technical-support-engineer-shipperhq"}]}