Technical Support Engineer
Remote
At Two Boxes, we are working on solving one of the largest problems in the e-commerce industry - returns. Our mission is to enable the first purpose-built logistics network fully dedicated to maximizing the value of e-commerce returns in order to help merchants and logistics providers, improve the customer experience, and eliminate unnecessary waste and emissions.
We launched the company in January 2022 and since then, we have attracted incredibly talented team members with experience at Flexport, BMW, Outrider, Disney, Boeing, and more. We are a private company backed by investors and advisors representing Vinyl, Matchstick Ventures, Range Ventures, Assembly Ventures, Amazon, Shopify, and more.
We are hiring an experienced Technical Support professional to ensure that our current clients are maximizing the value they are receiving from Two Boxes. The success of customers depends greatly on their ability to interface with our software and hardware systems. You will provide and promote excellent customer service within the organization and find unique ways to deal with customer concerns. To do this, you will collaborate with teammates in all facets of the business – most notably with engineering, product, customer support and onboarding.
3-5 years of work experience in technical customer service/support or engineering in the SaaS, e-commerce, supply chain, or logistics industries.
3-5 years experience in at least one programming language such as Java, Python, C++, or Go.
3-5 years experience with SQL.
Demonstrated experience in building rapport and overcoming objections in a customer service environment.
Ability to understand technical issues, but focused on clear communication and customer satisfaction.
Excellent written & spoken communication skills.
Experience working with a fast-growth technology company, preferred.
Experience in the e-commerce and/or supply chain industries preferred but not required.
Ability to be strategic, but still roll up your sleeves to accomplish what needs to be done.
Highly organized with a strong sense of urgency to meet deadlines.
Willing to travel up to 25% for key customer meetings and events.
Technical Support:
Partner closely with our customer success team to triage and resolve support requests in accordance with our SLAs.
Support customers through managing configuration requests, questions on product usage, and technical issues.
Proactively monitor data from each site to improve utilization, address escalated issues, and optimize outcomes for each customer.
Develop and update support documentation as needed to keep the help center up-to-date
Internal Support Tools:
Build monitors and alerts to proactively measure and notify support teams to changes in customer events and usage
Create SQL based dashboards for product and commercial teams to monitor and report on day-to-day operations
Develop APIs and tools for Customer Support and Onboarding teams to effectively configure, manage and provide support to customers
Manage and maintain the platform and toolset used to notify and communicate with customers requesting support
Integration and Implementation:
Work with customers to build and test integrations to Two Boxes, leveraging webhooks and APIs
Perform user acceptance testing and quality assurance testing of new features and releases
Prepare and execute technical readiness plans ahead of new site launches to ensure successful go-lives
Assist sales with scoping solutions for prospective customers as a technical subject matter expert of Two Boxes
Contribute to overall strategy and for device provisioning, management, and maintenance
This position is fully remote, but will include travel for customer and partner visits, company offsites, conferences, and more. We work flexibly and support our team members to do their best work regardless of location.
