Support Engineer

Support Engineer
Enterprise SaaS | ShipScience
Remote (U.S.) | Reports to CTO | Full-time

About ShipScience

ShipScience is transforming the world of shipping intelligence. Our platform empowers ecommerce businesses with automated carrier claims filing and management, powerful analytics, carrier optimization tools, and proactive support to reduce shipping costs and negotiate carrier contracts. As we continue to grow, we're looking for passionate team members who are excited to help build and scale the systems that keep our customers successful every day.

About the Role

We're seeking a highly analytical and technically minded Support Engineer to help ensure the reliability, health, and success of the ShipScience platform across our growing customer base.

Reporting directly to the CTO, you'll be responsible for monitoring platform operations, proactively identifying customer-impacting issues, investigating root causes, and coordinating resolutions across customers, carriers, and our Engineering team. You'll play a critical role in keeping over 700 customer accounts active, connected, and successfully synchronized with carrier and ecommerce systems.

This role sits at the intersection of Support, Engineering, Analytics, and Customer Success. You'll work closely with our Level 1 Support team to resolve escalated technical issues, partner with Engineering to identify and address platform defects, and build the systems, processes, and monitoring capabilities that allow ShipScience to scale. When tasks require customer action, you’ll work directly with customers to get problems resolved.

This role is ideal for someone who enjoys troubleshooting complex systems, working directly with data, and building operational processes that improve reliability and customer outcomes.

What You'll Do

Platform Monitoring & Technical Account Health

• Monitor the health and performance of customer accounts, integrations, and carrier connections across the ShipScience platform.
• Proactively identify accounts experiencing issues that could impact customer success or platform performance.
• Investigate synchronization failures, disconnected integrations, authentication issues, carrier account permission problems, and other operational exceptions.
• Ensure critical customer workflows continue to operate successfully and escalate issues when intervention is required.
• Help maintain platform reliability and operational excellence as ShipScience scales.

Technical Troubleshooting & Root Cause Analysis

• Serve as the primary escalation point for complex technical support issues.
• Diagnose and resolve customer-impacting issues involving carrier integrations, ecommerce platforms, authentication systems, and data synchronization processes.
• Perform detailed root cause analysis to determine whether issues originate from customer configurations, carrier systems, third-party platforms, or ShipScience software.
• Partner directly with customers to resolve technical issues, including password resets, account permissions, and integration troubleshooting.
• Document findings and recommended resolutions for recurring issues.

Engineering Partnership & Issue Escalation

• Work closely with Product and Engineering teams to identify, reproduce, and prioritize software defects.
• Create clear bug reports, technical documentation, and escalation summaries that accelerate resolution.
• Validate fixes and monitor production performance following deployments.
• Assist with incident response and operational troubleshooting when production issues arise.
• Act as a bridge between customer-facing teams and Engineering during issue investigation and resolution.

Support Operations & Carrier Escalations

• Partner with the Level 1 Support team to investigate and resolve escalated customer issues.
• Coordinate directly with carriers and third-party partners when platform or account issues require external support.
• Help establish escalation procedures and support playbooks for recurring issue types.
• Improve internal knowledge sharing and operational readiness across Support and Customer Success teams.
• Serve as a technical resource for complex customer and carrier-related investigations.

Data Analysis & Operational Insights

• Leverage SQL, Omni, MotherDuck, Claude, and other internal tools to investigate customer issues and identify operational trends.
• Analyze production data to uncover patterns, detect anomalies, and proactively identify potential customer-impacting issues.
• Build reporting, dashboards, and monitoring systems that improve operational visibility.
• Develop metrics and alerting systems that help prevent issues before they affect customers.
• Partner with leadership to identify opportunities for operational improvements and automation.

Process & Systems Development

• Design and implement scalable processes for monitoring, escalation, and issue management.
• Build operational tooling, workflows, and documentation that improve support efficiency.
• Create and maintain internal runbooks, troubleshooting guides, and escalation procedures.
• Identify opportunities to automate repetitive support and monitoring tasks.
• Help define the future structure and best practices of the Support Engineering function at ShipScience.

What This Role Does Not Own

This role owns technical account health and issue resolution once an account is live. Pre-sales, implementation, and the ongoing customer relationship sit elsewhere.

Customer Solutions Engineer

• Pre-sales technical discovery and solution design.
• Integration setup, configuration, and go-live for new customers.
• Implementation project management and onboarding through first value.

Customer Success Manager

• Ongoing customer relationship ownership and executive communication.
• Training, adoption, renewals, and account growth.

What We're Looking For

• 5+ years of experience in Support Engineering, Technical Support, Site Reliability, Technical Operations, Systems Administration, Customer Success Engineering, or a related technical role.
• Strong troubleshooting and root cause analysis skills.
• Comfortable working with SQL to investigate customer and operational issues.
• Experience supporting SaaS applications, APIs, integrations, authentication systems, and third-party platforms.
• Ability to clearly communicate technical findings to both technical and non-technical audiences.
• Strong organizational skills and ability to manage multiple investigations simultaneously.
• Experience working directly with Engineering teams to diagnose and resolve production issues.
• Self-starter who thrives in fast-paced startup environments and enjoys building processes from scratch.
• Experience with ecommerce, logistics, shipping, carrier systems, or operational technology is a strong plus.
• Experience with monitoring, observability, analytics, or automation tools is highly desirable.

Success in This Role

During your first year, you will:

• Become the operational owner of customer account health and platform monitoring.
• Help maintain reliable service across 700+ active customer accounts and integrations.
• Reduce issue detection and resolution times through improved monitoring and operational processes.
• Build scalable support engineering workflows, documentation, and escalation procedures.
• Improve visibility into platform health through dashboards, analytics, and alerting systems.
• Strengthen collaboration between Support, Customer Success, Product, Engineering, and carrier partners.
• Create systems that allow ShipScience to continue scaling while maintaining exceptional customer reliability and support.

Why Join ShipScience?

• Be a foundational member of a growing team, reporting directly to the CTO.
• Help build the operational systems that support hundreds of customers and millions of shipping events.
• Influence how ShipScience scales its support, monitoring, and reliability functions.
• Work remotely with a smart, driven, and kind team.
• Competitive salary, equity, and benefits package.
• Opportunity to work at the intersection of logistics, ecommerce, analytics, and AI.

Ready to Join Us?

If you love solving technical problems, investigating complex systems, and building scalable operational processes, we'd love to hear from you. Join us and help ensure every ShipScience customer has a reliable, successful experience every day.