Support Engineer

Support Engineer Enterprise SaaS | ShipScience Remote (U.S.) | Reports to CTO | Full-time What this role ownsPlatform monitoring, technical account health, escalated issue resolution, carrier troubleshooting, Engineering partnership, and support operations infrastructure.What success looks likeFewer customer-impacting issues reaching the inbox, faster resolution times when they do, and a monitoring and escalation system that scales without adding headcount.CompensationBase salary: $110,000 – $150,000 | Equity available | Health, dental, vision, 401(k), flexible PTO, remote-first team.Why candidates will careirect line to the CTO, ownership of a function being built from scratch, and the chance to work at the intersection of engineering, data, and customer operations inside a profitable, growing company.About ShipScienceShipScience 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 RoleWe'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 DoPlatform Monitoring & Technical Account HealthMonitor 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 AnalysisServe 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 EscalationWork 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 EscalationsPartner 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 InsightsLeverage SQL, Omni, MotherDuck, Claude, and other internal tools to investigate customer issues and ide